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Can Avelion Airways Maneuver CrowdStrike Outage Turbulence?
Sandeep Puri
Asian Institute of Management, Philippines
Rameshwar Dubey
MBS School of Business, Montpellier, France and Liverpool Business School, UK
Sadaf Taimoor
triOS College, Toronto, Canada
Volume 18: 2025, pp. 61-68; ABSTRACT
On July 19, 2024, global travel nose-dived into chaos following the CrowdStrike outage. As numerous computers displayed blue error screens, resulting in grounded flights across multiple airlines,2 Avelion Airways3 (Avelion) was also straddled with managing stranded passengers, compensation claims, and scheduling disruptions. To minimize damage, maintain stakeholder trust, facilitate quick recovery, and protect reputation, Avelion must implement a crisis communication framework: pre-crisis planning (risk assessment, stakeholder identification, business continuity drills, etc.), effective and rapid response (centralized communication, transparency, multiple channel communication), and post-crisis evaluation and long-term resilience measures. The case examines how the incident disrupted operations, revealed critical vulnerabilities, and exposed risks to the aviation industry because of its increasing dependence on interconnected technologies and lack of preparedness to address crises from unprecedented circumstances. Instructors can use this case to discuss a company’s crisis communication strategy following a disruption such as the CrowdStrike outage.
Keywords: customer trust, crisis communication strategy, IT system vulnerabilities, operational resilience, interconnected technology risks.
The Americas + Rest of World
Minimum Order Value
6 copies:
Minimum Order Value
6 copies:
Minimum Order Value
6 copies:
ARTICLE REF.: JOBE18-0CS5
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