Avianca: Avianca Última Hora

Avianca, the South American airline, successfully managed its PR crisis by developing a client-centric strategy to mitigate brand damage in Colombia.

Agency: BRM

Product Description

Avianca, one of the biggest airlines in the continent was facing the greatest crisis in the last 10 years caused by climatic factors, recurrent failures in the lighting system of the tracks, having the principal landing strip out of service and closures scheduled for maintenance of eight other airports in the country. An unprecedented chaos among travelers including families, executives and celebrities was starting. Our only objective was to save the brand's reputation.

Objective of the Campaign

We designed a client-centric strategy based on info gathered by analyzing the customer service channels (with a saturation...

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