THE REPUTATIONAL CRISIS OF LATAM AIRLINES AND BHAIRPORT. THE EMERGENCY LANDING OF AN AIRCRAFT

In December 2018, LLYC managed one of the most relevant crises in the Brazilian aeronautical sector in recent years. The flight of LATAM Airlines Brasil, the agency’s client, which left Sao Paulo for London, required an emergency landing at the Belo Horizonte international airport. This procedure paralyzed the airport for almost 24 hours and impacted all national airlines, cancelling nearly 150 flights from or to Belo Horizonte, one of Brazil’s main cities.

Due to the large number of passengers and flights impacted throughout the country, the press and social media very actively covered the crisis and assessed the situation from various angles, taking into account the interdiction of the runway, the withdrawal of the aircraft, the possible causes of the occurrence and the expertise of the commander to drive the situation.

Due to the communication team being close to the journalists, no report questioned the reputation of the company or questioned the maintenance of aircraft or the safety of operations.