Crisis Management: Lessons from the Heathrow Fire

Crisis management is a crucial discipline that enables organizations to confront unexpected events that can threaten their stability and reputation. It encompasses a comprehensive process ranging from preparation and prevention to response and recovery.​

A recent example illustrating the importance of effective crisis management is the fire that occurred on March 20, 2025, at an electrical substation near London's Heathrow Airport. This incident led to the cancellation of over 1,300 flights and affected approximately 290,000 passengers. 

1. Phases of Crisis Management

According to Steven Fink's model, crisis management is divided into four phases:

1. Prodromal Phase (Warning Signs): Identifying indicators that signal the possibility of a crisis.​

2. Acute Phase: The critical event that triggers the crisis occurs.​

3. Chronic Phase: Period of managing and resolving the crisis.

4. Resolution Phase: The crisis is resolved, and the organization returns to normaly.​

In the case of Heathrow, the acute phase was the fire that caused the power outage and the interruption of operations. The chronic phase involved managing canceled flights, attending to affected passengers, and coordinating with authorities to restore service. 

2. Importance of Communication in Crisis Management

Effective communication is crucial during a crisis. The Situational Crisis Communication Theory (SCCT) suggests that communication strategies should be adapted based on the type and severity of the crisis, as well as the level of responsibility perceived by the organization.​

In the Heathrow incident, authorities advised passengers not to travel to the airport and to check their flight status with airlines, demonstrating proactive and transparent communication. 

3. Planning and Preparation: Keys to Resilience

Preparation for potential crises is fundamental. Having a crisis management plan allows organizations to respond effectively and minimize negative impacts. This plan should include:​

• Identification of Potential Risks: Assessing possible threats that could trigger a crisis.​

• Development of Response Protocols: Establishing clear procedures to act during a crisis.​

• Training and Drills: Training staff and conducting practical exercises to ensure a coordinated response.​

Lack of preparation can exacerbate a crisis and damage the organization's reputation. 

4. Recovery and Post-Crisis Learning

After overcoming a crisis, it is essential to analyze the response and extract lessons that allow for improved future preparedness. 

The incident at Heathrow Airport underscores the critical importance of effective crisis management. Preparation, transparent communication, and adaptability are essential to mitigate the impact of unexpected events and maintain stakeholder trust. It's crucial to recognize that crisis management isn't exclusive to large corporations; every organization, regardless of size, must proactively develop and implement strategies to navigate potential challenges. For small businesses, tailored crisis management strategies are vital to safeguard operations and reputation.