Traumatic Adverse Event Management: Passenger Management and Emotional Labour in the Face of Weather-Induced Flight Cancellations

Summary Adverse events are, unfortunately, increasingly common in relation to the travel and tourism industry, causing disruption to operators and guests. Dealing with these events quickly and efficiently to minimise disruption is a key component of industry sustainability and guest satisfaction. Set against this background, the case study utilises an autoethnographic examination of how airlines take care of customers in the event of weather-induced cancelled flights. It explores the build-up to a cancelled flight and its aftermath, focusing on the customer perspective and the front-line staff trying to find hotel bedrooms for everyone for the night. It shows the emotional labour undertaken by employees and customers and explores the ethical responsibilities of airlines to cater to the needs of those flying with them.