Tourism businesses should start by communicating precisely what they are going to do about the situation to the customer - quickly and clearly, to reduce uncertainty and avoid confusion.
Gede Surya/AAP
Businesses worth their weight in salt should at least in principle have the capacity to remedy situations that go wrong, as part of their modus operandi.
International passengers at Ngurah Rai International Airport, Bali, Indonesia on November 29 th, 2017. Thousands of tourists were stranded and could not go home after Mt Agung volcano erupted.
Reuters/Johannes P. Christo
Until late November, Bali’s high economic dependence on tourism led its Tourism Board to dismiss the dangers of the Mount Agung volcano. This severely undermined the reputation of destination Bali..
Children observe the eruption of Mount Agung on Bali, November 29, 2017.
Muhammad Fauzy Chaniago/AAP
‘Volcano forensics’ involves a mixture of modern day monitoring and analysis of past eruptions. Geologists use volcanic rocks as a kind of time capsule to assess what happened previously.