Crisis Management in Tourism: Lessons from Industry Experts at Leeds Beckett University

At Leeds Beckett University’s recent Crisis Management in Tourism event, students had the invaluable opportunity to hear first-hand from leading industry experts about navigating crises effectively.

Hosted at the stunning Carnegie School of Sport building, this event brought together professionals from across the sector to share their expertise, case studies, and personal experiences in crisis management. The day, organised by Dr Kyriaki Glyptou and Dr Lisa Gorton, provided attendees with a deep dive into the complexities of crisis response in the travel industry.

Industry Experts Share Their Insights

Leeds Beckett University was privileged to welcome Heather Pennock (ABTA), Eleni Skarveli (Greek National Tourism Organisation), Iain Bough (Jet2.com & Jet2holidays), Matt Gatenby (Travlaw), Miles Manning, and Mark Bradley. Each speaker brought a unique perspective on managing international crises, highlighting best practices, challenges, and the importance of resilience in the sector.

Heather Pennock from ABTA emphasised that crisis management is not just about reaction but about building strong, proactive systems, fostering a duty of care, and maintaining well-connected networks. Her insights underscored the need for constant adaptation in a rapidly evolving global landscape.

Iain Bough from Jet2.com and Jet2holidays discussed the importance of preparedness in crisis scenarios, sharing real-world examples from one of the UK’s largest airlines and tour operators. His talk gave students a behind-the-scenes look at how large travel companies respond to disruptions while ensuring customer safety and operational continuity.

Matt Gatenby from Travlaw exploredthe legal aspects of crisis management in tourism, addressing key considerations such as liability, risk assessment, and compliance. His expertise was particularly valuable in understanding how companies can protect their customers and their businesses in times of crisis.

Meanwhile, Miles Manning and Mark Bradley spoke about the human side of crisis management. Beyond logistics and protocols, they highlighted the emotional and psychological challenges those working in crisis response roles face. Their message reinforced the importance of self-care, mental resilience, and teamwork in high-pressure situations.

A Transformative Learning Experience

The event was not just a lecture series but an interactive learning experience. Students played a crucial role in the day’s proceedings, introducing speakers and actively participating in discussions. Their engagement and thought-provoking questions demonstrated their enthusiasm and commitment to the industry.

Reflecting on the event, Vicki Wolf from ABTA remarked:
“What really shone through for me was the absolute passion every speaker had for their roles despite the challenges and their compassion. It is always hugely beneficial for students to hear directly from experts in the industry they are studying.”

Similarly, Miles Manning expressed his appreciation for the students’ involvement:
“The students were so engaging, and I learned a lot today from every speaker. Awe-inspiring people who know their subject.”

The Future of Crisis Management Education

Leeds Beckett University is fast becoming a leading institution for crisis management education within the tourism sector. As Dr Kyriaki Glyptou and Dr Lisa Gorton continue to develop their curriculum, students will have even more opportunities to gain hands-on experience and insights from industry professionals. This event was just one step in preparing the next generation of travel professionals to navigate the complexities of crisis response.

With the support of organisations like ABTA, Jet2, Travlaw, and the Greek National Tourism Organisation, Leeds Beckett University sets a new standard for tourism education that prioritises real-world learning, industry collaboration, and resilience-building.

Looking Ahead

For those interested in crisis management and response in the tourism industry, Leeds Beckett’s program offers a unique and immersive learning experience. As the field continues to evolve, the university’s commitment to providing industry-led education ensures that students will graduate with the knowledge and skills necessary to excel in this challenging yet rewarding profession.

A huge thank you to all the speakers, organisers, and students who made this event such a success. We look forward to seeing how this knowledge will shape future crisis management leaders in tourism!