Berlin International University of Applied Sciences

Bachelor’s Thesis The impact of the spread of the Coronavirus on the Aviation Industry: An Analysis

Oleg Ibragimov 1701466 6th semester

Prof. Dr. Petra Poljsak‐Rosinski

Prof. Dr. Erick Behar Villegas

i. Abstract

This paper gives an overview of the impact of the spread of the COVID-19 on the Aviation industry. It is concentrated explicitly on three airlines: , , and EasyJet. The main focus is looking at the challenges the companies and their customers faced at three different times: beginning, peak, and end of the Coronavirus Crisis. It will give briefly give the overviews of those companies and define Crisis Management. Three cases of the companies and how they manage the situation with crisis and will look at their interaction with their customers at three different times. Template analysis and 4Ps will be applied to analyze the data and come up with the results, conclusions, recommendations. Keywords: Template analysis, 4Ps, Risk, Crisis, Crisis Management, the beginning, peak, and end of the Coronavirus crisis, EASA, COVID-19, Coronavirus Crisis, Ryanair, EasyJet, Wizz Air.

i ii. Table of Contents

i. Abstract ...... i ii. Table of Contents ...... ii 1. Introduction ...... 1 1.1. General Introduction ...... 1 1.2. Main Problem Statement ...... 2 1.3. Need and Justification for the Study ...... 2 1.4. Research Aim ...... 3 1.4.1. Research Objective ...... 3 1.4.2. Research Questions ...... 3 2. Background ...... 3 2.1. Companies’ overview...... 3 2.1.1 Ryanair: ...... 3 2.1.2. EasyJet: ...... 4 2.1.3. Wizz Air: ...... 5 3. Literature Review ...... 5 3.1. Coronavirus timeline in the Airline industry...... 5 3.1.1. Risk, Crisis and Crisis Management ...... 5 3.1.2. Define the beginning, peak, and end of the Coronavirus crisis...... 10 3.1.3. Standard requirements and obligations for all EU passengers and airlines by EASA...... 11 3.1.4. Coronavirus crisis - Ryanair case...... 13 3.1.5. Coronavirus crisis - Wizz Air case...... 17 3.1.6. Coronavirus crisis - EasyJet case...... 19 3.3 Conceptual Framework ...... 20 4. Research Approach ...... 21 4.1. Research Strategy ...... 21 4.2. Secondary Data Collection ...... 22 4.2.1. Pros and Cons (in comparison to primary data collection) ...... 22 4.2.2. Secondary Data Collection Approach ...... 22 5. Data Collection and Data Analysis ...... 23 5.1. Selected Case Characteristics ...... 23

ii 5.2. Template analysis for the airline industry...... 23 5.3. Airline companies’ Marketing Mix (4Ps)...... 25 5.4. Applications and Results ...... 27 5.5. Limitations ...... 27 6. Discussion and Conclusion ...... 27 6.1. Discussion of the Results...... 27 6.2. Revisiting the Research Objectives and Questions ...... 28 6.3. Conclusion and practical implementation...... 28 6.4. Limitations and Future Suggestions...... 29 iii. References ...... 30 iii. Appendix ...... 49 a. Chart ...... 49 b. Additional Pictures ...... 49 c. Figure ...... 51 d. Tables ...... 52

iii 1. Introduction

1.1.General Introduction

If someone in 2019 said that in 2020 lockdown will happen and most of the world will stay in quarantine at their homes, a few would believe that this is possible. However, infection Covid-19 has paralyzed not only private people but also a business. According to www.worldometers.info on date April 07, 2020, there are 1,367,090 cases with 76,551 deaths (Coronavirus Update (Live), n.d.). Hard to find any business industry that has been not affected. Travel from China to Europe 2 months ago in February felt by 41.7% following travel restrictions, says the Guardian (Choat & Wilson, 2020). On their business felt the changes 1st of all: airlines, tour operators, Insurance firms, hotels. Association of British Travel Agents (ABTA) at their page with the link to FCO advises against all non-essential overseas travel for British nationals (Coronavirus advice for customers, n.d.). ForwardKeys, one of the world’s leading travel analytics company, (Gonzalez, 2020a) in February bookings from Asia Pacific stall by 10.5%, from China by 55.9% and the fresh update from them is that COVID-19 has brought the aviation industry to its knees. In the Chart 1. (see Appendix) Seat Capacity for Worldwide travel, January to March 2020 vs. the same period in 2019 (Gonzalez, 2020b), one can see the comparison Seat Capacity for Worldwide travel 2019 and 2020 from January to March. Even though the top 10 are still flying, but with not full capacities. If to compare week March 30 – 5th April airlines internationally lost seat capacity to 23% from the previous year, and it goes exponentially down. Only 10 million seats still in service from 44.2 million compares to 2019. According to Vice President of ForwardKeys Olivier Ponti, Governments have closed entire countries. He added that things would not return to the same numbers after a pandemic is over, and many airlines will turn to bankruptcy (Gonzalez, 2020b). It is difficult to predict how the aviation industry will change after we get across to the other side of the pandemic. However, airline companies from their

1 side can manage situations with communication with customers and new rules regulations to increase the amounts of flights. This study will be looking into the impact of the spread of COVID-19 in the aviation industry at the beginning, peak, and after peak period Coronavirus crisis. Still, the cure for Covid-19 is not found, and probably it will be just the mitigation disease treatments, and the threat of getting COVID-19 is always there. Therefore, airline companies should increase the trust and confidence of customers, how to manage this situation - that will also be part of the research question.

1.2.Main Problem Statement

COVID-19 brought to many countries a lot of unpredictable situations, and after lockdown, travel-related businesses were hit the most – Hotels, Restaurants, Airlines companies. Pandemic is: “a crisis of global proportions like no other we have known” (‘Coronavirus Is Grounding the World’s Airlines’, 2020) Álex Cruz (CEO) of . Some of the airlines grounded their fleet for till 80% - Korean Air has lopped 80%, Cathay Pacific – 65%, etc., due to lockdown (‘Coronavirus Is Grounding the World’s Airlines’, 2020). However, not only companies had been hit by it, but people as well. Those who had been planning their business and leisure trips could be stuck in different countries with fewer possibilities to return home or got the tickets, which they could not use. To all of that, it was decided to concentrate on Europe with the Low-Cost airlines, specifically 3, which are: Ryanair, EasyJet, and Wizz Air to see what was done by them to manage the situation and their interaction with their customers. Research would be done through an overview of available articles and journals.

1.3.Need and Justification for the Study

This topic is fresh, and not much studied was yet made. Because of COVID- 19, there are problems arose, and airline companies need to choose a path where to move to survive. Other businesses were strongly hit by Coronavisus Crisis as well as the airline industry. or example, hotels, clubs, cinemas, restaurants. Those could also be a good topic to study.

2 1.4.Research Aim

This research aims to identify the impact of the COVID-19 crisis on Low- Cost Airlines and what steps were done by companies during that time to attract customers.

1.4.1. Research Objective

• Critically review the literature on the Aviation industry during the Coronovirus Crisis. • Identify steps three airline companies did at the beginning, peak, and after lockdown. • Describe the steps companies have taken during the crises to soften the situation for themselves and attract customers. • The practices for the experience of customers, of low-cost airlines to have handled the Corona related aftermath.

1.4.2. Research Questions

1: How the three different airlines managed the Coronavirus crisis at three different times? 2: How they managed the customer interaction, communicated with their customers, and what they offered to customers at the three different times?

2. Background

2.1. Companies’ overview.

As it was mentioned previously, this paper concentrates on three airlines: Ryanair, EasyJet, and Wizz Air; and it is necessary to give a short overview of those companies for the reader to understand the case better.

2.1.1 Ryanair:

The headquarter of Ryanair Holdings plc. (short Ryanair) is in Dublin, Ireland, even though a significant portion of their operations conducted in the UK.

3 According to the Annual Report 2019, Ryanair Holdings was incorporated in 1996. It was a holding company Ryanair Limited. Now it has known as Ryanair Designated Activity Company (“DAC”). It works with the low fare, low-cost short-haul flights from about 86 bases to airports across Europe. On July 25, 2019, the company offered 2,500 scheduled short-haul flights per day in 200 airports, mostly across Europe. The examples of the cities, where they have their bases are Berlin, Alicante, Prague, Porto, Bologna, Malta, Milan, Dublin, Sofia, , and so on. The company has developed its group of airlines, which includes: Malta Air, Buzz (formerly Ryanair Sun), Laudamotion, Ryanair. It gives the company more flexibility to implement local contracts and local taxation. The company has a fleet of Boeing 737 aircraft and 20 Airbus A320 aircraft (Ryanair Holdings plc, 2019). It becomes a public company on May 29, 1997, on the Dublin and NASDAQ (New York) Stock Exchanges with ticker symbol RYAAY (RYA). Table № 1 and 2 in the Appendix shows the performance of the company in the past through the Consolidated Balance Sheet and Consolidated Income Statement.

2.1.2. EasyJet:

Here is an overview of EasyJet Airline Company Limited, which is the full name of the company (shortly EasyJet). Bloomberg.com gives a short definition of EasyJet this way - Easyjet Airline Company Limited provides air transportation services. It is an operation with its fleet of aircraft worldwide. Adding to this, they offer hotels, cars, holidays, and booking facilities. (EasyJet Airline Co Ltd - Company Profile and News, n.d.). According to the Annual report 2019, EasyJet Airline Company Limited is a low-cost airline carrier operating principally in Europe. Headquarters is in Luton, Bedfordshire, LU2 9PF, The U.K. The company flies to 159 airports (2019) with A320 family aircraft, of which 70% are owned outright. In 2019 they had 331 aircraft. Workforce 15 000 people. Ninety-six million passengers in 2019. The under the ticker symbol EZJ (EasyJet Airline Company Limited, 2019).

4 2.1.3. Wizz Air:

Last, but not least is Wizz Air Holdings Plc (Short Wizz Air). Wizz Air Holdings Plc the largest low-cost airline in Central and Eastern Europe with 122 aircraft of A321ceo, A320ceo, and A321neo aircraft at the end of March 2019. More than 40 million passengers in the last 12 months. Wizz Air is listed on the London Stock Exchange under the ticker “WIZZ” (WIZZ AIR HOLDINGS PLC UNAUDITED RESULTS FOR THE TWELVE MONTHS TO MARCH 31 2020, 2020). A group of companies Wizz Air Group consists of Wizz Air Ltd., Wizz Air Holdings Plc., Wizz Air UK Ltd., Wizz Air Bosnia LLC, Wizz Aviation Professionals S.R.L., WA Spólka with the offices in Jersey, London, Budapest, Zivinice, Chisinau and Warszawa. The number of routes in whole Europe more than 600 and in total 710 and the company presents in 151 airports around 44 countries (WIZZ – Dream More. Live More. Be More., n.d.).

3. Literature Review

3.1. Coronavirus timeline in the Airline industry.

Before starting to answer the first research question, airlines Ryanair, EasyJet, and Wizz Air manage the Coronavirus crisis at the beginning, at the peak, and at the end of the crisis. The definitions will be given to the terms: risk, crisis, and crisis management. It will be mentioned what Crisis Management in aviation is. Also, it is essential to mention the time slot for the corona crisis, when it started, when it was a peak, and the end of a pandemic or try to predict the end of the crisis. Later there will be given the steps companies have taken during the crises to soften the situation for themselves and attract customers.

3.1.1. Risk, Crisis and Crisis Management

The business dictionary defines risk as probability or threat of loss, liability, injury, damage, or any other negative occurrence resulting from external or internal vulnerabilities, and that may be prevented or avoided through preventive action (‘What Is Risk?’, n.d.).

5 One of the definitions for crisis is a situation in which a range of organizations, struggling with critical problems and subjected to intense external pressure and bitter internal tension (Lagadec P., 1993). Adding to this, that it is characterized by surprise, threat, insufficient information, time pressures, a lack of control, stress, and anxiety, and relational changes, and tensions among participants characterize. The other definition of crisis can be described as: “unstable time for an organization, with a distinct possibility for an undesirable outcome”. (Delvin, 2007). BusinessDictionary.com defines crisis as: “Critical event or point of decision which, if not handled in an appropriate and timely manner (or if not handled at all), may turn into a disaster or catastrophe” (What Is Crisis?, n.d.). Crisis management is noun actions taken by an organization “to protect itself when unexpected events or situations occur that could threaten its success or continued operation (NOTE: Crisis situations may result from external factors such as the development of a new product by a competitor or changes in legislation, or from internal factors such as a product failure or faulty decision-making, and often involve the need to make quick decisions based on uncertain or incomplete information.)” (Collin, 2004). Businessdictionary.com defines crisis management as “Set of procedures applied in handling, containment, and resolution of an emergency in planned and coordinated steps.” (What Is Crisis Management?, n.d.). Here is another definition of Crisis Management: “a crisis-management team” or “the solution of urgent immediate” (Crisis Management Definition and Meaning | Collins English Dictionary, n.d.). According to different experts, crisis management is “special measures taken to solve problems caused by a crisis” or it is steps that are taken to not only minimize the damage from the crisis but also try to turn it to opportunity (Delvin, 2007). Meena Ahmed, in her book, mentions, “the most appropriate way to tackle crises is by ‘getting your side of the story across’ to audiences” (Ahmed, 2006). She is adding to that, that consultants are dividing crises into the Cobra – the ‘sudden’

6 and the Python – the ‘slow-burning’ crisis. First, when the company was taken by surprise, and the second one steals up slowly and crushes the company. As an example, for Cobra, it could be the case of Exxon-Valdez, when on March 24, 1989, tanker spilled ten million gallons of oil. It became instant news, but the company Exxon was silent for one week, and later the chairman of the company attacked the media for reporting the situation. There was no word about damage to the environment. An example of Cobra in Aviation can the crash of the planes and responds to the cases from the company’s sides. For example, on July 25, 2000, Air France Concorde flight AF4590 crashed minutes after take-off, killing all 109 people on board. The company immediately stopped all its fleet of Concorde. On the same day, they press released two statements telephone incident numbers and a message of sorrow and condolence from the company. Fast and open response to the media and help to the relatives of those who lost their lives and commitment to put the safety of the passengers first, the reputation quickly recovered as their share price in the stock market (Regester & Larkin, 2005, pp. 133-134). It is always this way that major airline accidents or situations are captured by the: industry, government, media, and public. For the Python, an example is the case of Intel’s Pentium 1, when a company notices that chips they produce, had to fail to produce the right answer in complex division calculations. They found out this problem, but as they thought not many people use computers in that way, the ignored the problems, even saying that this could not be the problem of their chips when a few users started to point out that problem. Slowly problem raised by media, and even then, the company still has been ignoring the questions, until “the New York Stock Exchange stopped trading in Intel shares for several hours.” (Ahmed, 2006).. This influenced the price for shares, and they dropped down (Ahmed, 2006). Coronavirus crisis belongs to the first variant, which is Cobra, in our case, and the companies belong to this research paper, as it started unexpectedly. No one even thought about it this way could be. It started in China at the end of 2019. The W.H.O., on January 30, announced a global health emergency (Taylor, 2020). March 9, Italy announced the lockdown is extended nationwide with 9,172 cases (Lawler, 2020). It came unexpectedly and so rapidly that companies did not have

7 enough time to react, as not many thoughts that this could happen with the lockdowns of different countries. It is essential to mention that these years, air travel is one of the safest forms of transportation, but as Sally J. Ray in her book Strategic Communication in Crisis Management. In the book “Strategic Communication in Crisis Management. Lessons from the Airline Industry” mentioned that crises are inevitable, because of the complexity of modern technologies, human factors the highly interdependent nature of the industry. Author of the book, underline, as well as the previous author, the importance of communication. Depends on what company responding, communication can manage a situation or can make it worse. Moreover, in order to protect the long- term corporate interest, a company needs to create an effective communication plan. However, also, it is impossible to create a standardized communication strategy for crisis managers because situations are changing all the time. It is clear that there is no immune to a crisis, and it rose at any time and place, and crisis may happen to any company (Ray S., 1999). A crisis happens by organizational errors, oversights, or deficiencies, that what differentiate it from disaster, which is mostly event like tornado or earthquake (Quarantelli, 1988). A crisis is a loose sight of internal or external factors and misinterpretation of them. Misinterpretation is coming from poor communication, cultural lag, and inappropriate optimism (Turner, 1976). Gerald C. Mayers differentiates nine types of crises, and the one that belongs to this case is adverse international events (some others are like hostile takeovers, sudden market shifts, product failures, top-management succession, finances, and others) (Meyers, 1986) Sally J. Ray, divides crises into three stages: • Pre-Crisis Stage • Crisis Stage • Post-Crisis Stage As the Airline industry is one of the most vulnerable to crises businesses in the world, companies need to prevent crises, with monitoring all the time internal and external environments, to see the signals that maybe there and recognize them.

8 It will be more comfortable by recognizing Pre-Crisis conditions for them in the future, as they can prepare for them. Pre-Crisis Stage is a warning stage, and it is turning into obvious when a crisis occurs. Internal (organizational decisions, operating policies, and procedures) or external factors (changing trends, political, economic, cultural, technological factors) may be hard to recognize or in other situations, when it is evident and possible to see them than it is even possible to avoid the crisis. Crisis Stage. At this Stage, what is the basic principle, that company must be visible, show care and empathy, and demonstrate the efforts it puts to resolve the problem. It is impossible to predict all problems that may arise, but management should understand different variables to increase their capacity for thinking about crisis and determine strategic actions. Lack of information about when information is too much creates problems in the Crisis Stage. That information needed to be checked by management and not wholly rely on everything. Time and decision making are critical in this Stage of crisis. Decisions and acts should be made quickly, and a sense of urgency always creates stress, and companies will make all decisions or announcement will be, first of all, affected many stakeholders. Stress will be there through all the crises, and managers should be in excellent condition to pass this through. In the period of Crisis Stage, the order must be made of chaos. Crisis response should be provided by implementing emergency procedures, coordinate actions, and communication with all parts, who is involved in a crisis. The goal in crisis is to control the situation with managing the situation, controlling it, and communication. Two scenarios are common at the time of crisis when respond needed to be done quickly is no information, but to communicate, or to have information and not communication. Crisis communication requires the understanding of who company’s audience. Post-Crisis Stage is the so-called “clean-up” phase when a company may evaluate the situation with more time, which will make the evaluation less superficial, self-analysis, self-doubt, and healing. Post-Crisis Stage can come with extreme changes. It may change a company positively or negatively. It is time for the company to give an evaluation of their decision making, and a company has time to recover and use unique situation of crisis to turn into an opportunity, when possible. On the other hand, it is also possible for a company to get bankrupt, hostile

9 takeover attempts, financial problems, and change of the management. This Stage also characterized by uncertainty, surprise, stress, threat (Ray S., 1999). Communication and response of the companies are critical during the crisis. It is critical to control the crisis. Depends on the decisions made by companies, communication may manage the situation or create further confusion. It is become critical to create an effective communication plan (Ray S., 1999). Now that the definition of the crisis was given and it was defined that the situation with COVID-19 belongs to the Cobra (the ‘sudden) crisis, it is better to mention stages of the Coronavirus crisis: as the beginning, peak and the other side of pandemic.

3.1.2. Define the beginning, peak, and end of the Coronavirus crisis.

According to the timeline of how COVID-19 spread around the world, the date January 21 was mentioned as a first lockdown, which started in Korea, and two days later, China extends travel restrictions or quarantines to five cities. From January 24, 2020, many countries, like the USA and other EU and around the world, had confirmed the first cases of infected people. Till the end of January, most of the countries confirmed their cases as well, and they start to close borders first with China (Kantis, 2020). For this research, it is more critical when it is started in Europe, as those airline companies are mostly flying inside of Europe and affected by the lockdown of EU countries. It is impossible to say precisely the beginning of the crisis as a specific date, but here it will be used measures for months. Many countries around the world and Europe have confirmed their first cases at the end of January – beginning of February 2020, and this will be the start of the Coronavirus crisis. The peak of the crisis, the author, will count to 3 months, which include the lockdown itself and, in our case, also the flight restrictions. So, those months are February, March, April, May. April was a real peak of deaths in different countries in EU and non-EU countries (Triggle, 2020), which also hit airline companies, as they had a reduced amount of flights or no flights for some destinations. Objectively, the author cannot talk about the end of the Coronavirus crisis. It will be just predictions. According to the amount of the update of people who have been infected only growing, for example, on the date of 20.07.2020, there are

10 14,667,249 people have been positively tested on COVID-19 with death number of 609,508 people (Coronavirus Update (Live), n.d.). Some scientists predict the pandemic will be over in the USA on November 11, in Italy, on August 12 and in Singapore on July 19, even though those predictions are uncertain and can change with time (Shaw, 2020). Other experts talking about the second wave, that can come in winter or depends on the situation in some countries (Gallagher, 2020). In Table № 3 (see Appendix), experts refer the airline industry to the high profitability impact 2020 and high short-term liquidity impact. The airline industry, with tourism and retails, have the worst scenario. For airlines, this is happening, because of the tendency of cash shortage, due to the last-minute cancellations of flights with flexible bookings (World Economic Growth Plunges Due to Coronavirus - Which Industries Are Suffering the Most, 2020). For this research paper, it could be better to define some time limits to concentrate, but still with some uncertainties. When it is evident with the beginning and peak, but not the end of the crisis. Here, it should be added that the pandemic is not the crisis itself. Crisis, according to some experts, will take years. “The world’s economy is unlikely to return to pre-pandemic levels before 2022 at the earliest” (Good, 2020). However, people are more optimistic and think that it gets back to “normal” in 6 -12 months (What Global Crisis? Most People Feel the World Will Recover from Covid-19 in 6-12 Months, 2020).

3.1.3. Standard requirements and obligations for all EU passengers and airlines by EASA.

All EU airline companies and passengers have the same requirements and regulations, and it can be necessary to mention them. European Union Aviation Safety Agency (EASA) published guidelines for passengers, “Plan your journey”. It is mentioned to skip the trip, if a passenger has any symptoms of COVID-19, to complete a statement of health before checking in, to have a medical face mask. In the airport, only passengers can be inside, wear a medical face mask, ask airport staff for any concerns, make check-in online where it is possible and keep a distance. In the plane again, wear a medical face mask, practice hand hygiene, follow cough, limit movements as much as possible. During

11 the arrival, the same requirements and leave the airport as soon as possible with minimum interaction with people around (INFO - COVID-19 Disease Caused by the SARS-CoV-2 Virus Plan Your Journey, 2020). For airport operators, airplane operators conducting commercial and non- commercial passenger transport operations national competent authorities to minimize the risk for the passengers and workers of COVID-19 transmission and ensure the health and safety of passengers, EASA has developed detailed technical, operational guidelines for the aviation sector. Mainly, it is mentioned to inform passengers about new rules, discouraging symptomatic passengers and employees from coming to the airport and take a flight, implementing physical distancing with 1.5 meters, floor markings, minimizing surface touch and self-service (non-contact boarding, mobile check-in, boarding pass, baggage tag kiosks, baggage drop, automatic boarding pass scanners, passport control) and usage of additional buses for boarding. In the plane, management should provide passengers with health safety promotion, which includes: — hand hygiene, particularly before eating or drinking and after using the lavatory; — appropriate use of face masks; — respiratory etiquette; — limiting contact with cabin surfaces; — reduced in-flight service; — reducing the use of the individual air-supply nozzles to the maximum extent possible, unless otherwise recommended by the aircraft manufacturer (COVID-19 Aviation Health Safety Protocol Operational Guidelines for the Management of Air Passengers and Aviation Personnel in Relation to the COVID- 19 Pandemic, 2020). They should prevent queueing for the use of the lavatories. Besides that, the most common are: — No sales of products of duty-free or other sales onboard. — Decrease the sale of food and beverage and avoidance of alcoholic drinks. — Canned drinks, pre-packed, and sealed food and drinks are preferable.

12 — Avoid contact payment and give preference to contactless payments. During the whole flight, passengers should wear medical face masks. Those are the most commons rules, which are described in the protocol (COVID-19 Aviation Health Safety Protocol Operational Guidelines for the Management of Air Passengers and Aviation Personnel in Relation to the COVID-19 Pandemic, 2020). The matrix of measures per aviation stakeholder by EASA with all measures is mentioned in table № 4. The next steps are to see how airline companies managed the situation during the periods of the beginning, peak, and after peak period and interaction with their customers. It will be done separately for each of the three companies: Ryanair, Wizz Air, and EasyJet.

3.1.4. Coronavirus crisis - Ryanair case.

Ryanair from January if we talk about Pre-Crisis Stage. The company has been promoting its cheap flights for April-June, which they usually did in the past as well. So, here it could be that they try to get cash to the company as much as possible foreseeing situation or as it was mentioned they just been selling tickets as it was before. The period from the beginning of February till March 13 (Crisis-Stage), the company has mostly been interacting with their customers by posting possible flight routes during the spring and summer and promoting their cheap tickets. March 2, 2020, the company announced that they cancel up to 25% of their flights to and from Italy from March 17 until April 8. It mentioned that this would not affect their material part. The company had a daily COVID-19 action meeting to focus on efficiency and cost-saving. CEO of Ryanair Group, Michael O'Leary, said that the most important for the company at that time was to minimize any risks to and it is passengers and employees. As they had been heavily booked till March 17, they decided not to cancel flights but asked passengers to wash their hands. He added that if there will be any changes in flight schedule, they will announce it at least 14 days in advance (RYANAIR TO CANCEL UP TO 25% OF ITALIAN FLIGHTS, 2020). Still, that month traffic comparing to 2019 showed growth up to 9% (RYANAIR FEBRUARY TRAFFIC GROWS 9% TO 10.5m GUESTS, 2020).

13 On March 13, the company announced it would not charge any fees, for changing the flight to any other day, due to COVID-19, from March 13 till the end of the month (Ryanair Twitter Account, 2020, March 13). Till March 14, the company had announced about cancelations cancelation all flights from and to Poland, due to lockdown (Ryanair Twitter Account, 2020, March 14). The rest March the company had been informing customers about flight cancelation and reductions of flights from different countries. Spain from 15th till March 19, due to the decision of the country, had been forced to reduce flights. They added that the customers are the biggest priority to the company. However, different complaints had been coming from customers. They simply could not return home and/or get a refund. One of the examples is twitter user with the name @Richthecockney: “Can we please get our money back first? We understand that it isn’t your fault and that these are extraordinary times. You have over 2k of my money for nearly a year, I’ve been trying to get a refund for 7 weeks. This should be within 7 days. Patience is running out!” (Richthecockney on Twitter, 2020). Replies of Ryanair were mostly the same, saying that the refund due to the Coronavirus crisis shifted to uncertain time: “Hi, given the current situation, the deadline for receiving it may be longer. It could take several more weeks, we apologize for the delay. Thanks for your patience.” (Ryanair Twitter Account, 2020, July 18). The company replies to comments on Twitter quite quickly. Within the day, customers get responses to their comments. Many people who been stuck in the airports and could not fly home due to the cancelation of the flights: “We are at Agadir airport but no information available. How do we get on a new flight?” (@christinaorsbo2 on Twitter, 2020, March 18). Ryanair does not have a call center to talk about and explain the situation. They usually ask to send Direct Message in Twitter: “Hi, if you need assistance, please contact us through DM.” (Ryanair Twitter Account, 2020, March 18), which sometimes better to communicate with voice and not type in this kind of urgent situation. Picture № 1. in the Appendix, it is typical for that month short notice, where the company mentions, that flights were canceled and asking clients not to call to

14 the call centers and that customers will get information per email. Customers in the comments were complaining about it. One of the customers, Steve Childs, shared to BBC his experience with Ryanair when they first agreed to make a refund to his flight to Alicante. Later said to him that it is better to take a voucher, and when he said no, they asked to make a claim one more time but warned him that they could not say when a refund will be done. It is a very open-ended deadline, which means it could take some months before he gets the money. According to European law, all airline companies have to make a refund within 14 days. (Peachey, 2020). From end of March and in April, the company announced about some emergency travel and limited flights, and mostly about 80% of companies’ fleet was on the ground. It was mentioned from EASA, regulations needed to deliver by companies to the customers, and this was in the interest of the companies to return customers' trust. Through small messages, what has to be done to the customers and what done by the company itself Ryanair have been mentioning measures, that they do to have flights back: disinfection of their aircraft, serve with cashless payments, using the modern high system technologies for air filtration and asking their customers all the time (Ryanair Twitter Account, 2020, May 17). They made videos or posters for the whole of May to show the customers what they are doing to improve the situation. End of May and in June, the company has been informing customers about the measures needed to be done in the airports and the plane and sending updates (See Picture № 2 In the Appendix), which flights have been returned (Ryanair Twitter Account, 2020). Still, this is not the end of the crisis of COVID-19, even though mathematicians, statisticians and geophysicists, biologists, and physicians working together on prediction as it is, but fewer restrictions mean the company can perform close to pre-COVID-19 work. So, here as the author mentioned before in section 3.1.2. June would be the Post-Crisis Stage, as airline companies started to fly again. To soften the situation as the restrictions have been getting weaker, from July 1, 2020 company brings back 40% of flights to a regular schedule. Comparing

15 to what the company had during the lockdown from the middle of March is 30 daily scheduled flights between Ireland, the UK, and Europe. (RYANAIR TO RESTORE 40% OF SCHEDULED FLIGHTS FROM JULY 1, 2020) For their passengers, they created a video on Youtube.com with measures to help protect the health of passengers and staff, where they ask to choose Priority Pass where it is possible, check the temperature before traveling, wear a mask from the beginning when a customer enters the airport. Onboard, use sanitizers where passengers see them, keep a distance. It is mentioned that their aircraft are cleaned on a daily bases. Airline company does not accept cash, only cashless transactions, which include payment with card. It is not allowed to be queueing at toilets (Keep Europe Flying And Healthy, 2020). The company posts much content to inform customers which routes are open and new rules. June and July all the same information – where can people fly and that they should wear masks, order food preliminary, and of course promoting their cheap flights. Customers, mostly under each post of Ryanair, still have been writing about the refund, and Ryanair replies to contact DM. The company has been criticized for failure to pay, and as BBC said, the company announced that till the end of July, the company would resolve 90% of the cases for a money refund (Peachey, 2020). Yahoo Finance reports 99% of all airline’s fleet was grounded from March to June, which brought a loss of 93 cents per share in the first quarter of fiscal 2021 (ended June 30, 2020). The second-quarter company estimated to be better than the first one (Ryanair (RYAAY) Posts Q1 Loss, Expects Q2 Loss to Be Smaller, 2020). Companies like Ryanair, EasyJet, and Wizz Air are offering their customers instead of refund vouchers, which allows customers to book for some other time and destination. Since May, the aviation watchdog, the Civil Aviation Authority (CAA), took it under its control and warned companies that they obliged to make refunds but not give vouchers. CAA announced that customers have their rights when it’s needed to choose a refund, and when it’s they want, they can get a voucher, while airline companies push them to take vouchers. Ryanair boss Michael O'Leary said that it could take up to 6 months to satisfy all requests with a refund, and it is an amount of 25 million, which quite a lot for the company (‘Coronavirus: Airlines Warned over Passenger Refund Rights’, 2020).

16 The estimated amount of money is £7bn of travelers’ that was affected. It is the cash of people who suffer from the economic impact of the pandemic and need them (Peachey, 2020). If someone looks at the numbers, airline companies, he or she will see those airline companies cut thousands of jobs these months after airlines have been forced to ground the majority of their fleets. Ryanair ready to cut 3,000 jobs, which is 15% of all jobs said BBC (‘Ryanair Warns Refunds to Take up to Six Months’, 2020).

3.1.5. Coronavirus crisis - Wizz Air case.

It was mentioned that Wizz Air cut 1,000 of its 5,000-strong workforces (As Retrenches, Wizz Air Looks to Spread Wings, 2020), which is 20% from all employees. In April, only 3% of all fleet capacity had been used (Wizz Air to cut almost 20% of the workforce, 2020). Wizz Air seems to be not as active posting on social media, like Ryanair. Still, however, they look different, in comparison to their competitors with their concept called “Say YES to..”, when customers said so many times no to many things during the pandemic, it is time to say yes to, and they count what should be done to travel. This is about saying yes to wear masks, to clean aircraft, sanitize wipe, social distance, contact payments (Wizz Air account YouTube, 2020, April 29), and more others, which one can find in the Appendix (Picture № 2. A list of everything we said yes to at WIZZ?). With this, they try to interact with customers to travel more, and they give information about which countries are welcome people. During the time from the end of May till July, the company has been presenting new routes, for example from Milan (Malpensa) to Lisbon, , from Larnaca to Athens, Thessaloniki, Dortmund, from Salzburg to Larnaca, Kyiv, , Belgrade, Tuzla or London (Luton) to Mallorca, Malaga. (Wizz Air Twitter account, 2020, May 28). The company tried to return their customers with the 1-euro price for flexible flight, which include refund (Wizz Air Instagram account, 2020, May 19) or discount of 20 and 30% for all flights until summer 2021, first to club members and later to all customers (Wizz Air Instagram account, 2020, May 24).

17 In the forums (uk..com), customers write about 20% bonus that Wizz Air offers, instead of not making a refund. The company offers its customers a full refund of the Wizz account plus a 20% bonus to the price of the tickets. It seems that the company did easier for themselves for complaints about refunds. Due to many calls to call center, they poster several times information, saying that all types in these situations (trip cancelation or what countries are banned, etc.) answers can be found in its website in “Latest travel information” (Wizz Air, 2020). That kind of post was mostly done in March (Wizz Air Instagram account, 2020, March 12). In some way, Wizz Air managed interaction with customers in a better way than Ryanair did. There are not many comments about refund problems, even though those are existing, but it seems the company has customers loyalty and the chat in comments with more respect with each other. For example, the customer with the nick Ivan_Chiosa asked: “How to get my refund for cancel flight?” (@Ivan_Chiosa, 2020) and reply by the company is “Check for the email notification in your inbox, and follow the steps there. :)” (Wizz Air Twitter account, 2020). Another one: “Hello, my flight was cancelled due to covid and I'd like to return 100% to my account, but the system allows only to rebook or return 120% to Wizz Air account. How could I return 100%, but to my personal account?” (@Karina91679362, 2020, March 26). Nevertheless, still, the company has been facing the same problem as Ryanair with a refund. The company has a call center, but during the lockdown, it could not take all calls, as they were too much, and people had been waiting in the line, without result (Park, 2020). On the part of promotions, all three companies came up with small funny videos, where they encourage customers to fly again. At those videos, people in masks, have been giving reasons why they decided to fly again. For example Wizz Air with “Say YES to” concept, where they were invited to fly again, to Milan, to outdoor adventures; “to help bring you closer” and new routes, that was open (Wizz Air, 2020a), and where their customers can travel this summer, using celebrities, like Gemma Collins (Wizz Air account YouTube, 2020, July 17) to promote flights availability and to underline, that it is not dangerous to fly and instead of staying

18 during the lockdown in your home country you can choose countries like, Greece or Spain to be (Wizz Air, 2020b). As one can see, in Pre-Crisis Stage, Wizz Air did just the same thing as it would always do – promote their flights for spring and summer, In Crisis Stage, the company shows to the customers, what measures it takes to start flights as soon as possible and deals with the refund situation, with offering additionally 20% on the price of the ticket on the account. In the Post-Crisis Stage, Wizz Air promotes safe flights, new routes, and the new rules for people who ready to take flights.

3.1.6. Coronavirus crisis - EasyJet case.

According to EasyJet, the number of passengers until 2023 will not be the same as it was before the Coronavirus crisis (Topham, 2020). EasyJet which recently announced to cut 727 pilots and 1200 cabin crew in the UK, with closing bases at Stansted, Southend and Newcastle airports (Topham, 2020), when in May they already announced for cutting 30% of the workforce in Europe, which is around 4500 people (Partridge, 2020). Comparing to Ryanair, EasyJet is not that active in social media, but still seems more than Wizz Air. At the Pre-Crisis Stage or the beginning of the crisis, the company seems to behave the same as always with posts of their planes moving from one place of Europe to the other (EasyJet Retweeted Twitter account, 2020, January 13), announcing of resumption of routes for the summer (EasyJet Twitter account, 2020, January 15). After the lockdown, the second part of March, EasyJet informed customers that the company had been receiving many messages and asked to contact through the forms on the website. Customers were angry requesting the refund (EasyJet Twitter account, 2020, March 29). Later in April, they made it easier for the customers with publishing the links to help customers to manage the canceled flights. EasyJet offered three options about canceled flights, which are: voucher, flight with other dates, and refund. According to the comments of Twitter users, even after 90 days from refund request, EasyJet still not paid to them (@XleeleeX, 2020, July 22).

19 May was a time when they started to offer flights to Paris, Athens, Barcelona, Naples. End of May, they came up with a short video with new rules to the customers while they were restarting some flights. It was mentioned about online boarding passes, if symptoms of COVID-19 – better stay home, temperature check, wearing a mask in the airport and during the flight, wash hands and social distancing, disinfecting planes. EasyJet concept sounded like “Europe with Confidence pledge” in June, where the wellbeing of customers was prioritized (EasyJet Twitter account, 2020, June 1) and promoting discounts of 15% to summer trips to the EU and UK. (EasyJet Twitter account, 2020, July 15). On the 15th of June, Easy announced that they are restarting some flights with high demand from customers' side, with the same obligations to the passengers and cabin crew, like wearing their masks, no food will be available, and flights will be provided by hand sanitizer disinfectant wipes. Those destinations are some inside countries routes in UK and France, from the UK only one international flight to Nice (from Gatwick), international flights between Portugal, Switzerland, and Spain (‘EasyJet Passengers Will Be Required to Wear Masks’, 2020).

3.3 Conceptual Framework

The literature review defines Crisis Management and shows the three stages of Coronavirus crises (beginning, peak, and after peak period). Then it goes through the main requirements and regulations made by EASA to airport operators, airplane operators, and people. To return customers, the requirements needed to bring to life by airline operators and airports. It should be done by companies (ex: disinfection of planes, new air filtration, reminding new rules to the customers, refund system) to get back the trust of customers and their satisfaction.

20

Figure № 1. Conceptual Framework

4. Research Approach

4.1. Research Strategy

Particularly for this paper, it was decided to be done by secondary research, which includes books, academic articles, newspapers, and social media sources. The author would not be able to interview as many people as the available information with comments on social media. The topic of the impact of Coronavirus on the aviation industry is new, and mostly not much theoretical academic research was done. The inductive research strategy includes the two research questions, which already been mentioned in the introduction part, and basically about how three particularly airlines managed

21 Coronavirus crisis at different times and how they have been interacting with their customers. The research strategy for this paper is inductive archival research.

4.2. Secondary Data Collection

4.2.1. Pros and Cons (in comparison to primary data collection)

The pros of secondary data collection, in this case, are the existence of a massive amount of information, ready to use, which is also easy to access, and it is for free. To have the answer to the research questions, it was used business newspapers, like BBC, and social media content was necessary to use. , YouTube, Instagram, Twitter are those platforms where customers show to the public ideas how they feel about this or that company, and one can see the response of those companies to their customers. It is saving time for the researcher not to spend time for that information – reports of the companies or overviews already give a lot to the researcher. It is saving time for comparing to primary data collection. It will not be possible to get as many interviews with customers as existence information there in the forums. The cons are: It may not cover all needs to answer the research question so that that information can be incomplete. It also can be old. Moreover, in a way time consuming as well. There is much information on social media, which makes it impossible for the researcher to look up all.

4.2.2. Secondary Data Collection Approach

Data collection was made by Archival research. At the beginning of the research, with the help of books and dictionaries, definitions of some terms were given. Later, it was narrowed by looking to the business newspapers and official social media pages of the companies, such as FaceBook, YouTube, Instagram, Twitter, to answer specific questions, to see how airline companies have been interacting with their customers. The problem occurred while research was that

22 some companies are less active in social media than others, and it was needed to look up at additional sources. Template analysis was implemented to answer the research question about the performance of the company to customers and how the company managed the crises.

5. Data Collection and Data Analysis

5.1. Selected Case Characteristics

It was chosen to make a Template analysis. That was done by looking into social media: official pages of the companies and newspapers. It is hardly possible to check all comments and all posts, but according to the opinion of the author, the most common and critical points were picked up and analyzed. With the use of social media, it was easy to see the weak points of the companies, but it shows only one part of the problem and not the insider information of the companies to answer the question of why companies did this or that way. Template Analysis assumes to check the content and create initial codes. From initial codes, codes are created, and from codes, it is categorized. Finally, categories narrow to themes.

5.2. Template analysis for the airline industry.

To make the template analysis, which was chosen for this paper, consists of several parts. Initial codes were created from content (tables from № 5 to № 8 in the Appendix) and literature review. Content mostly is taken from social media – official pages of Ryanair, Wizz Air, and EasyJet. Table № 9. Group Open Coding in the Appendix turns initial codes into Codes. There one can already see, that during this study, it was found some points, like communication between companies and their customers, requirements, which needed to be implemented to have flights back. Problems with the refund of customers' money for canceled trips seem to be one of the main problems, as this

23 how customers will remember a company. There was no differentiation between the companies because all three of them have similar problems. After codes were defined, it was time to turn them into categories (Table № 10. Categories in the Appendix). Three categories were defined. Those are Trip Cancelation, Customer interaction, and Implementation of New Rules. Then it was time to make Themes out of Categories in Table № 11. Themes (see Appendix), it was defined as Overall Customer Experience of Ryanair, EasyJet, Wizz Air, and Managing Crisis by Airline companies. Some parts of the Categories and Codes are intersecting with each other.

Figure № 2. Illustration of Template Analysis (For bigger size, please check Appendix Figure № 2. Illustration of Template Analysis.)

24 5.3. Airline companies’ Marketing Mix (4Ps).

The author implements Marketing Mix, which also known 4 Ps of marketing: product, price, place, and promotion. Mostly it is about creating a value proposition to the customers, with searching necessity on the market for the product, reasonable price for it, how to deliver the product the place, and how to promote the product to a specific target group (Armstrong & Kotler, 2007). It can help the companies to define the marketing options in terms of price, product, promotion, and place. To plan a successful product offering. In the case of how to get back the trust of customers because of the refund situation and fear of getting infected in the crowded place.

Product (or Service) Place • Safe Measure to minimize risk • Online tickets (website, app, or to passenger and safe flights to from third companies). open countries. • Filtration technologies for fresh air. • Refund and no change fee • New Routes. • Pre-Order food, beverages. Price: Promotion • Low-cost airlines. • Small videos. • Cheap flights. • Via Social Media (Facebook, • Discounts starting from 15%. YouTube, Instagram, Twitter, • Club Benefits. and LinkedIn). • Re-open routes. • Best price offers.

Product:

25 • Each company has their Measure ready to serve people on the board, including disinfectant spray to treat all seats, carpets and luggage (easyJet in Twitter, n.d.); • Air filters filter about 99.97% of airborne contaminants (easyJet in Twitter, n.d.); • During the COVID-19, many flights were canceled. Now companies are not charging for changing flights, and customers can make a refund to the account in case of flight cancelation (WIZZ – Dream More. Live More. Be More., n.d.) Place: • All tickets sold online. Price: • At Ryanair's website, customers can set budget (lowest 20 Euros and get results for both direction price for that amount (Find Cheap Flights to Europe | Ryanair’s Fare Finder, n.d.). • Discounts starting from 15%. For example: “Get 15% off take-off with 700,000 discounted seats to the UK and Europe this summer” (EasyJet Twitter account: 2020). • Benefits from being part of a club. For example: if the customer is part of the Wizz Discount club, he or she can benefit € 10 on ticket fares for flights and € 5 on checked-in bags (WIZZ – Dream More. Live More. Be More., n.d.). Promotion:

• Each of the three companies uses the same social media channels to reach their customers. They are Facebook, YouTube, Instagram, Twitter, and LinkedIn. • Small videos via social media with new requirements and places that are again open(Ex: home pages on Facebook, YouTube, etc.) • Best price offers—for example, September flights on sale from just €14.99 (Ryanair In Twitter, 2020).

26 5.4. Applications and Results

In the aviation industry, it is not the only challenge to implement new regulations from EASA but also struggles to communicate with customers. Due to pandemic, the number of requests to call centers increased so much that they are not able to satisfy all requests and reply to them immediately. If both sides accepted the new rules, customer interaction, companies still have not won.

5.5. Limitations

While looking at the official pages in social media of the companies (Facebook, YouTube, Instagram, Twitter, and LinkedIn), it was evident that Ryanair seems more active in social media than Wizz Air and EasyJet. It makes them more visible to the customers. It seems that they have a strong marketing team. Posts on Twitter, for example, are going one by one with the gap of some hours and Facebook each day. So, in a way, it was easier to find more information to answer the research questions for that company about customer interaction than EasyJet and Wizz Air. Those companies have time gaps between posts about a day up to several days. Look through social media, give an overview to the companies, comparing to the interview, the author can miss some information, which he or she can ask during the interview.

6. Discussion and Conclusion

6.1. Discussion of the Results.

At the beginning of the study, the author had not thought COVID-19 would have such a significant impact on the lives of different industries, and he could not forecast that Coronavirus will take such a long time. That explains the mentioning the three different times, including the end of the pandemic. As right now, no one can know the exact date when it will be gone. Here it can be mentioned that as this topic is entirely new, there are not that many studies on this field were done. On the one hand, it is evident that airline companies want customers back and obey new rules and regulations from EASA. On the other hand, while

27 nowadays, every big company or corporation talks about being more customer orientated, the big crisis shows that this is true until a certain point. Ryanair, Wizz Air, and EasyJet decided not to make refunds to their customers, as it is written according to the EU laws, but keep as long as possible. If not pandemic, then it would not be still clear, those airline companies are simply debtors and customers are hug banks, giving them loans preliminary and ready to wait, until they sure, that flight will take place. However, with the Coronavirus crisis, people want their money back, as flights were canceled. That was impossible for the airline companies. Furthermore, one can assume that due to digitalization, companies no longer need call centers. People cannot reach the companies to ask what to do when they cannot simply return home.

6.2. Revisiting the Research Objectives and Questions

Research Questions and research objectives have been answered through a critical review of the literature and social media. The steps that have been taken by companies during the crisis, to soften the situation, were described through a literature review in the case studies. Customers’ experience practices, communication, and interaction were mentioned in the Template Analysis while coding and getting themes and the end. While critically thinking about the results, it seems that ethical issues arise, which will be mentioned below.

6.3. Conclusion and practical implementation.

Big companies are getting extremely powerful, and even laws and regulations in compelling force situations, companies just do what they want and finding excuses not to fulfill their responsibilities. One can raise ethical issues. On the one hand, On the one hand, they want to be customer-oriented and do everything according to the law, on the other hand, they don’ make a refund right away, order to survive, to pay the salaries to employees, who have families. It is a dilemma.

28 Tim Alderslade, who represents an industry of Airlines UK, asked the government to protect the airline industry for them to survive and added to that: "At the very top of the list is allowing airlines to issue vouchers instead of refunds in the event of cancellations, like other EU countries are doing, which would hugely help with liquidity and support airlines through the coming months" (Park, 2020). It was evident during the research that companies still have to work with their communication with their customers. Airline companies, when it comes to reach a large number of people via social media, emails, and notification in their applications, do it pretty well. On the other hand, individuals, who stack in the foreign country and have mo possibility to return home, simply cannot reach via phone airline companies to ask what to do to them and how airline companies can help them. The other example is that customers cannot reach call centers to ask for a refund. As Businessinsider.com says, do not expect an automatic refund from airlines. Customers are like banks to the airlines. The voucher is equivalent to store credit. The voucher gives airlines an allowance to keep the money of customers until they do their services (Pallini, 2020).

6.4. Limitations and Future Suggestions.

As this paper had been concentrating on particular three airlines – EasyJet, Ryanair, and Wizz Air, probably it would be not relevant to implement to other airlines, which have different strategies. EasyJet, Ryanair, and Wizz Air are low- cost airlines, and they fly only in Europe. In other countries and other airlines with different policies can be different situations that they struggle during Coronovirus Crisis. Results could also be implemented not to all businesses, as this is a specific kind of business. This research was done without interviews, and it could not be full. Not all aspects had been checked due to this.

29 iii. References

Miss G #MMMonday Twitter Account. (2020, August 3). @easyJet Please reply to my dm @easyJet one person says they can sort the voucher for me then another replies saying I need to call. Communication is shocking. Can’t get through on phone lines. I have messaged numerous times.... Twitter. Twitter. https://twitter.com/EmmaGaunt5/status/1290170466087440385 20 Places to See in 2020 | Try Somewhere New. (n.d.). Retrieved 23 July 2020, from https://www.ryanair.com/try-somewhere-new/gb/en/travel-guides/places-to-see- in-2020/ Ahmed, M. (2006). The Principles and Practice of Crisis Management. The Case of Brent Spar (PALGRAVE MACMILLAN). Airlines for Europe (A4E) Twitter Account. (2020, July 28). Face masks Frequent sanitizing Compliance with the rules Our well-trained flight crews are ready to help you to #FlySafe during #COVID19 #FlyWithConfidence @IATA @EASA https://t.co/EOLfwlbG6Q". Twitter. Twitter. https://twitter.com/A4Europe/status/1288058361825701890 Ale Twitter Account. (2020, July 23). @wizzair #wizzair It has been well over 60 days and still no sign of a refund for my cancelled flight! I want my money back #airline #customerservice #rights #EU. Twitter. Twitter. https://twitter.com/truEuropean/status/1286344822157193219 Alex Twitter Account. (2020, July 29). @easyJet you said 15 days for a voucher—It’s 1.5 months and no voucher or update... What is going on? #flightrefund # #voucher #poorcustomerservice https://t.co/hatlReW4yn". Twitter. Twitter. https://twitter.com/mac_alexander_/status/1288401475081732096 Amber-Rose Billings Twitter Account. (2020, July 16). @easyJet I can’t get through to the customer service but am looking to use my flight voucher which I received from a previously cancelled flight. Please respond so I can book new flights! #easyjet". Twitter. Twitter. https://twitter.com/AmberBillings/status/1283768741952724992 Amita Art Twitter Account. (2020, July 1). #wizzair cancelled my flight and I would like a refund not vouchers. Emailed them over a week ago and I’ve had no response. Is this what you call customer service? Anyone got any suggestions? Twitter. Twitter. https://twitter.com/AmitaArt/status/1267416504636710919

30 Armstrong, G., & Kotler, P. (2007). Marketing: An Introduction. N.J: Pearson Prentice Hall. As Lufthansa retrenches, Wizz Air looks to spread wings. (2020, June 4). Aero.Uk. https://www.aero.uk/news-35686/As-Lufthansa-retrenches-Wizz-Air-looks-to- spread-wings.html Ashleigh Twitter account. (2020, July 26). ‘After 4 hours on the phone to @easyJet I got my voucher for my flights to Spain at the end of August... If they made it an option on the app—50% of people probably wouldn’t need to call! #easyjet’ / Twitter. Twitter. https://twitter.com/Ashleigh_NHS/status/1287406829027418114 becki crozier Twitter Account. (2020, July 16). @easyJet @BBCWatchdog @MartinSLewis nearly 4 hours on hold to book new flights using voucher issued, why would you not just make it available to book via website with! Price of flights are increasing in the meanwhile! #getitsorted #easyjet". Twitter. Twitter. https://twitter.com/becki_k1/status/1283749391325683713 Candela VS Twitter Account. (2020, July 30). 2nd day facing @Ryanair dreadful customer service. I was flying tomorrow. Not only they don’t do refunds or offer vouchers when a country imposes quarantines & you see your holiday gone. They also waste hours of your time without a single response #Ryanair #Quarantine #COVID19 https://t.co/2aawLz8Flf. Twitter. Twitter. https://twitter.com/CandelaVS/status/1288892705276395520 Change Twitter Account. (2020, August 3). @easyJet Any chance of you answering my DM about a booking as flight is tomorrow? And I can’t get through on phone despite calling everyday for the 5 days. Thanks. Twitter. Twitter. https://twitter.com/papay65/status/1290226037477998599 Charley Frampton Twitter account. (2020, July 27). @MissPDS @ryan_leonard_90 I got through after 3h30 and changed my flights for tomorrow to next year at no cost. I know it’s frustrating, but they are doing their best. Super calm, patient and helpful when I got through. This is a nightmare for them as well as us. Thank you @easyJet. Twitter. Twitter. https://twitter.com/CharleyFrampto3/status/1287707528554590211 Choat, I., & Wilson, A. (2020, February 26). How the coronavirus outbreak is affecting travel in Europe. The Guardian.

31 https://www.theguardian.com/travel/2020/feb/26/how-the-coronavirus-outbreak- is-affecting-travel-in-europe Chris Rolph Twitter Account. (2020, July 31). @easyJet Despite promises not a single penny back from @easyJet despite cancelling our March flights for 30th Anniversary trip to Venice. One ridiculous excuse was they couldn’t get to the bank! Hotel paid up straight away. Twitter. Twitter. https://twitter.com/CDRolph/status/1289266445470191616 Clara Riva Twitter Account. (2020, July 31). @Ryanair_IT now that the WHO as declared that we should avoid non essential travel and that Belgium is a country in basically lockdown and raising number everyday. Why can’t we convert a trio between Italy and Belgium into a voucher instead of being forced to rebook #Ryanair. Twitter. Twitter. https://twitter.com/zoutke/status/1289169875257131008 Collin, P. (2004). DICTIONARY OF BUSINESS (A&C Black Publishers Ltd). A & C Black. Coronavirus advice for customers. (n.d.). ABTA. Retrieved 8 April 2020, from https://www.abta.com/news/coronavirus-outbreak Coronavirus: Airlines warned over passenger refund rights. (2020, May 10). BBC News. https://www.bbc.com/news/business-52606374# Coronavirus is grounding the world’s airlines. (2020, March 15). The Economist. https://www.economist.com/business/2020/03/15/coronavirus-is-grounding-the- worlds-airlines Coronavirus Update (Live): 1,367,090 Cases and 76,551 Deaths from COVID-19 Virus Pandemic - Worldometer. (n.d.-a). Retrieved 7 April 2020, from https://www.worldometers.info/coronavirus/#countries Coronavirus Update (Live): 14,667,249 Cases and 609,508 Deaths from COVID-19 Virus Pandemic - Worldometer. (n.d.-b). Retrieved 20 July 2020, from https://www.worldometers.info/coronavirus/#countries COVID-19 Aviation Health Safety Protocol Operational guidelines for the management of air passengers and aviation personnel in relation to the COVID-19 pandemic. (2020, June 30). Www.Easa.Europa.Eu. https://www.easa.europa.eu/sites/default/files/dfu/EASA-ECDC_COVID-

32 19_Operational%20guidelines%20for%20management%20of%20passengers_v2. pdf Crisis management definition and meaning | Collins English Dictionary. (n.d.). Retrieved 14 July 2020, from https://www.collinsdictionary.com/dictionary/english/crisis-management Curley, A. (2020, April 22). Coronavirus: Airline capacity | McKinsey. https://www.mckinsey.com/industries/travel-logistics-and-transport- infrastructure/our-insights/coronavirus-airlines-brace-for-severe-turbulence Daniel Morris Twitter Account. (2020, March 5). Disgusted by #easyjet and any other airlines not offering free changes to flights to Italy and elsewhere. At the beginning of every flight you say customers health and safety is of primary importance. #Proveit #DoTheRightThing #Coronvirus. Twitter. Twitter. https://twitter.com/Bigfella999/status/1235485514570006529 Danny Gray Twitter Account. (2020, August 2). @Ryanair Don’t book with these robbing crooks,still trying to get a refund on Spain flight.Avoid #Ryanair No one gets back to me,Awful company,trust me fly with someone else they have policy of ignore customer complaints.Don’t buy into their adverts.DON’T FLY WITH RYANAIR #BoycottRyanair". Twitter. Twitter. https://twitter.com/keepinwithgrays/status/1290024468090253312 Davis Thomas Twitter Account. (2020, April 9). Indeed! Lost around £600 today— Snatched by @wizzair who said they wouldn’t allow a cancellation despite FCO saying “don’t travel”and Bulgarian govt saying “can’t enter”. @Ryanair and @easyJet are saints in comparison!. Twitter. Twitter. https://twitter.com/DavisVThomas/status/1248340140319268867 Delvin, E. S. (2007). Crisis management planning and execution (AUERBACH PUBLICATIONS Taylor&Francis Group). DESIREE Twitter Account. (2020, July 30). #ryanair #ryanairrefunds #ryanairrefund Sorry Ryanair your 12 month voucher is no use to me Due to your refusal to refund, my next 12 months flights are all booked with reputable airlines. 2 sets of refund you owe me Filing a complaint about Ryanair to CAA is so easy. Twitter. Twitter. https://twitter.com/desireecanhelp/status/1288782544603770880 Dion Deverill Twitter Account. (2020, July 15). @wizzair @wizzair Our flights at the beginning of April were cancelled by yourselves, still no refund 2 1/2 months later.

33 Multiple emails to customer service with no response. How much longer do we need to wait? Shocking customer service. Twitter. Twitter. https://twitter.com/DionDeverill/status/1272519534973464578 @doxley56 Twitter Account. (2020, August 1). @Ryanair How about refunds?? And will KEEP TWEETING TILL YOU REPLY !!!!". Twitter. Twitter. https://twitter.com/doxley56/status/1289650394453295104 Eas040-annual-report-2019-web.pdf. (n.d.). Retrieved 20 May 2020, from http://corporate.easyjet.com/~/media/Files/E/Easyjet/pdf/investors/results- centre/2019/eas040-annual-report-2019-web.pdf EASA Twitter Account. (n.d.). «We’re restarting some flights from 15 June 2020. We have put a number of biosecurity measures in place to protect you, our aircrew and our ground crew. Watch the video to find out more. Https://t.co/7eL6fKIwKy» / Твиттер. Twitter. Retrieved 23 July 2020, from https://twitter.com/easyJet/status/1265167703125483521 EASA Twitter Account. (2020a, July 15). «Get 15% off take-off with 700,000 discounted seats to the UK and Europe this summer. Book now: Https://t.co/EcTDJFuYhC https://t.co/HPB0RLKrRa» / Твиттер. Twitter. https://twitter.com/easyJet/status/1283393391934476289 EASA Twitter Account. (2020b, July 17). #EASA and @ACI_EUROPE sign Cooperation Agreement as #airport industry publishes Guidelines for a Healthy Passenger Experience based on EASA/ECDC #COVID19 protocol https://t.co/NxYx2t7GDU https://t.co/vye33bTmSo/ Twitter. Twitter. https://twitter.com/EASA/status/1284091972358221825 easyJet Airline Co Ltd—Company Profile and News. (n.d.). Bloomberg.Com. Retrieved 7 July 2020, from https://www.bloomberg.com/profile/company/2828740Z:LN EasyJet passengers will be required to wear masks. (2020, May 21). BBC News. https://www.bbc.com/news/business-52751791 easyJet Press Office Twitter account. (2020, January 15). EasyJet announces it will resume flights to Sharm el Sheikh this summer as well as two new routes from Manchester to Rome and Menorca https://t.co/YMA6TVrrwN. Twitter. Twitter. https://twitter.com/easyJet_press/status/1217397953742110720 EasyJet Retweeted Twitter account. (2020, January 13). Departing Innsbruck for @Gatwick_Airport last Friday in some stunning light is this @easyJet A320

34 #avgeek #aviation #easyjet #innsbruck #inn #lowi #airbus #a320 #austria #photography #ezy #takeoff #mountain #tyrol https://t.co/cG7Ah4Cg8a. Twitter. Twitter. https://twitter.com/endaburke81/status/1216688588512989190 EasyJet Twitter account. (2020a, March 29). Due to the impact of the Covid-19 pandemic we are dealing with a very high volume of messages. We would ask you to bear with us at this extremely busy time, we know it’s frustrating, but we are working to help and support as many of you as possible. Https://t.co/V7ajdc7LB3". Twitter. Twitter. https://twitter.com/easyJet/status/1244172322807918592 EasyJet Twitter account. (2020b, April 9). We’ve launched a new COVID-19 Help Hub. Find answers to your most frequently asked questions in the link below. Https://t.co/lJ6ktEOxzo https://t.co/4tP7NTb7uq. Twitter. Twitter. https://twitter.com/easyJet/status/1248334142712041488 EasyJet Twitter account. (2020c, April 9). We’ve launched a new COVID-19 Help Hub. Find answers to your most frequently asked questions in the link below. Https://t.co/lJ6ktEOxzo https://t.co/4tP7NTb7uq. Twitter. Twitter. https://twitter.com/easyJet/status/1248334142712041488 EasyJet Twitter account. (2020d, July 1). We’re proud to be launching our Europe with Confidence pledge. A promise to you, our customers, that we’ll look out for your wellbeing, reaffirm our commitment to sustainability, and continue to offer great value. Find out what else we’re doing at https://t.co/MFhfLzAQH1 https://t.co/Vp8zjlII0i. Twitter. Twitter. https://twitter.com/easyJet/status/1267455861166878720 EasyJet Twitter account. (2020e, July 15). Get 15% off take-off with 700,000 discounted seats to the UK and Europe this summer. Book now: Https://t.co/EcTDJFuYhC https://t.co/HPB0RLKrRa. Twitter. Twitter. https://twitter.com/easyJet/status/1283393391934476289 EasyJet Twitter account. (2020f, July 31). We’ve teamed up with comic book artist Will Sliney to create face mask covers for kids on board. Keep an eye out for the covers which are available on select flights across Europe from August. Visit our YouTube for a drawing tutorial from Will: Https://t.co/4WpyPg3kog https://t.co/Cp6xe5VLE1. Twitter. Twitter. https://twitter.com/easyJet/status/1289123593687904257

35 Emily Hawkes Twitter Account. (2020, July 19). Hey @easyJet—Tried to do the right thing for your business on 1st May by accepting a flight voucher as opposed to a cash refund, but STILL no voucher, no reply to emails and a repeated recorded message cutting me off..!? NOT. HAPPY. #easyjet #voucher #stillwaiting. Twitter. Twitter. https://twitter.com/EmHawkes_Home/status/1273971218799120385 Eyes Wide Open Twitter Account. (2020, May 1). ‘Bottom of Article. “It revealed on Tuesday a hacking of its digital systems that exposed personal details of nine million customers.” NINE MILLION! Coronavirus: #EasyJet to resume flights next month with strict face mask rule https://t.co/Qnxh7X9lyl’ / Twitter. Twitter. https://twitter.com/CraigInGlasgow/status/1263411266854490114 F20-earnings-release_final_a892a02d.pdf. (n.d.). Retrieved 7 July 2020, from https://wizzair.com/static/docs/default-source/downloadable- documents/corporate-website-transfer-documents/results-and-presentations/f20- earnings-release_final_a892a02d.pdf fifilamac Twitter Account. (2020, July 31). Disgusted at #ryanair telling me it’s my choice not to fly to Spain against government advice & there is no travel ban as borders still open so I’m not entitled to vouchers OR free flight change as the government brought in the ban less than 7 days before my flight #boycott . Twitter. Twitter. https://twitter.com/fifilamac/status/1289214944844505092 Find cheap flights to Europe | Ryanair’s Fare Finder. (n.d.). Retrieved 23 July 2020, from https://www.ryanair.com/gb/en/cheap-flights Fy19-presentation_final_43032537.pdf. (n.d.). Retrieved 7 July 2020, from https://wizzair.com/static/docs/default-source/downloadable- documents/corporate-website-transfer-documents/results-and-presentations/fy19- presentation_final_43032537.pdf Gallagher, J. (2020, June 24). Is a second wave of coronavirus on the way? BBC News. https://www.bbc.com/news/health-53113785 Global Citizen ♡ Twitter Account. (2020, July 15). Has anybody actually been able to book online using their @easyJet #voucher or has anyone actually got through to #EasyJet to book using their voucher? Https://t.co/GUiOuJK5kD. Twitter. Twitter. https://twitter.com/karouska_/status/1283378476427497473

36 Gonzalez, L. (2020a, February 13). The Coronavirus stalls travel beyond China. ForwardKeys. https://forwardkeys.com/coronavirus-travel-setback-spreads- beyond-china/ Gonzalez, L. (2020b, April 2). COVID19 causes the global aviation sector to collapse. ForwardKeys. https://forwardkeys.com/covid19-causes-the-global-aviation-to- collapse/ Good, R. (2020, April 30). World economy ‘unlikely to recover to pre-pandemic levels before 2022’. Euronews. https://www.euronews.com/2020/04/30/coronavirus- world-economy-unlikely-to-recover-to-pre-pandemic-levels-before-2022 Hanin Alyasiri Twitter Account. (2020, July 11). The worst airline in the world never book with @Ryanair they let people book tickets and take away peoples money without notifying them that the flight will not happen. An absolute disgrace of an airline, will never book with them again in my life. #ryanair #airline #COVID19. Twitter. Twitter. https://twitter.com/AlyasiriHanin/status/1282065699280769026 Hayley Wiggins Twitter Account. (2020, July 17). @Ryanair allowing people who book now to change their flights at no extra cost but yet a family of four who booked months ago have to pay £360 #ryanair #badcustomerservice. Twitter. Twitter. https://twitter.com/haylzwiggs/status/1284190957353816067 Helen Brearley Twitter Account. (2020, July 27). So it’s now months since our groups flight with @wizzair was cancelled and despite being promised refunds weeks ago myself and about 15 other families who were due to fly to Prague still haven’t had our money back. Disgraceful and quite clearly liars! @ABTAtravel #wizzair. Twitter. Twitter. https://twitter.com/helenrushby/status/1287850978356666369 Houben, M. (2005). International Crisis Management The approach of European states (Routledge). Taylor & Francis e-Library, 2004. HTTP Status 400 – Bad Request. (n.d.). Retrieved 8 July 2020, from https://bproxy.bahcesehir.edu.tr:3190/10.1016/j.tre.2019.05.004 Ian #FBPE Twitter Account. (2020, July 3). ‘Before you all book #flights to go on #holiday Who is still waiting for a refund? I am! Both #Ryanair & #easyjet #RefundPassengers #ryanairrefund #easyjetrefund’ / Twitter. Twitter. https://twitter.com/Ian_in_SPACE/status/1279147331204546563 INFO - COVID-19 Disease caused by the SARS-CoV-2 virus Plan your journey. (2020, May 28). Www.Easa.Europa.Eu.

37 https://www.easa.europa.eu/sites/default/files/dfu/easa-ecdc_posters_-_blue_- _28may2020_-_final.pdf Jan Leeming Twitter Account. (2020, March 30). Find it odd that I’m receiving all manner of #SpecialOffers from #Eurostar #EasyJet #Klm etc when none of us know the length of time we must keep #SocialDistance and not #Travel . Twitter. Twitter. https://twitter.com/Jan_Leeming/status/1244664076975955970 Jeremy L-Jones Twitter Account. (2020, March 10). So @easyJet decides to put money before health and safety... This stuff always evens out and despite us doing the right thing re flights to Sicily #easyjet doesn’t reciprocate #coronavirusuk #coronavirus. Twitter. Twitter. https://twitter.com/jljphotography/status/1237502037752975363 Kantis, C. (2020, July 9). UPDATED: Timeline of the Coronavirus | Think Global Health. Council on Foreign Relations. https://www.thinkglobalhealth.org/article/updated-timeline-coronavirus Keep Europe Flying And Healthy. (2020, May 11). https://www.youtube.com/watch?v=kqCkr8o7uRU&feature=youtu.be Kerry Sutton Twitter Account. (2020, May 24). So #wizzair you have started your flights to despite the fact UK citizens are not allowed into the country. Then refuse to refund as the flight still takes off. Disgraceful. Never book #wizzair. Twitter. Twitter. https://twitter.com/KerrySu71493798/status/1264484415842988033 Koch-Institut, R. (n.d.). Coronavirus Disease 2019 (COVID-19) Daily Situation Report of the Robert Koch Institute. 7. Kommenda, N., & Kommenda, N. (2020, July 19). How is the coronavirus affecting global air traffic? The Guardian. https://www.theguardian.com/world/ng- interactive/2020/apr/03/how-is-the-coronavirus-affecting-global-air-traffic laffing gravy Twitter Account. (2020, July 1). @Ryanair 3 months and still no refund! Don’t book flights with this company! #ryanairrefund #Ryanair #ryanairrefunds. Twitter. Twitter. https://twitter.com/LaffingGravy/status/1278261211369541632 Lagadec, P. (1993). Preventing Chaos in a Crisis. McGraw-Hill. lak696969 Twitter Account. (2020, July 31). #easyjet Please refund my flight money I will drive you mad you shonky company how do you sleep at night stealing people’s

38 money—Disgusting behaviour mum is 82 give her money back". Twitter. Twitter. https://twitter.com/lak12382/status/1289267446558334983 Lawler, D. (2020, April 24). Timeline: How Italy’s coronavirus crisis became the world’s deadliest. Axios. https://www.axios.com/italy-coronavirus-timeline- lockdown-deaths-cases-2adb0fc7-6ab5-4b7c-9a55-bc6897494dc6.html link, G., Facebook, Twitter, Pinterest, Email, & Apps, O. (2020, April 15). Wizz Air to cut almost 20% of workforce. https://www.exyuaviation.com/2020/04/wizz-air-to- cut-almost-20-of-workforce.html lozenz Twitter Account. (2020, July 27). 1.5 months after I request AIRLINE CREDIT for a covid19-cancelled flight from @wizzair and... I heard they were taking months to process actual refunds but in my case they just want to keep my money and not even given a voucher... They won’t even prioritise my case. #wizzair https://t.co/oDBOJgnq64. Twitter. Twitter. https://twitter.com/lozenz1/status/1287747750004764673 Luke Johnson Twitter Account. (2020, July 29). @easyJet Having to change flights again due to COVID-19 and pay MORE money AGAIN yet its over £100 cheaper to book flights for the same dates as a new customer!! Outrageous. Noone cares and I can never get through on the phone. Disgusting. #easyjet. Twitter. Twitter. https://twitter.com/Johnson23Luke/status/1288383946447900672 Ma, J., Tse, Y. K., Wang, X., & Zhang, M. (2019). Examining customer perception and behaviour through social media research – An empirical study of the United Airlines overbooking crisis. Transportation Research Part E: Logistics and Transportation Review, 127, 192–205. https://doi.org/10.1016/j.tre.2019.05.004 Maithe Paula Da Silva Twitter Account. (2020, July 27). @Ryanair I filled in forms, sent many emails, tried to contact through chat and couldn’t get anywhere. My flight connection from Dubai to Manchester was cancelled and as a consequence we couldn’t fly to Portugal. We want to get a flight voucher please. How can contact Ryanair Please!. Twitter. Twitter. https://twitter.com/da_maithe/status/1287788459848093696 Mark Thomas Twitter Account. (2020, February 29). @easyJet hello there. Can you please advise of the cleaning process of your aircraft? From my experience, right now at LGW, your turn around is so quick, no cleaners and no detergent used.

39 #easyjet #Coronavid19 #clean". Twitter. Twitter. https://twitter.com/MarkTweeting/status/1233762852000993280 Martyn Fuller Twitter Account. (2020, July 24). Very strange feeling flying again not sure how long for tho, it amazes me how many people get wearing a face mask and social distancing so wrong the views are still amazing tho #easyjet #WearTheDamnMask #travel #traveldiaries #travelphotography #traveldestination https://t.co/pnHPcht2Am. Twitter. Twitter. https://twitter.com/fuller125/status/1286774803139985409 Meyers, G. C. (1986). When It Hits the Fan: Managing the Nine Crises of Business. New York: Mentor. Michael Mulhern Twitter Account. (2020, May 29). @drivetimerte Hi Mary, facemasks can only be worn for a max of 4 hours. Also, if taken off to eat, need a new one. Passengers will need more than one mask. Before you put on and after you take off a mask you should do proper hand hygiene with alcohol gel. #Ryanair. Twitter. Twitter. https://twitter.com/Micmulhern/status/1266411296615993344 Milencik Twitter Account. (2020, July 9). Dear @wizzair my flight got cancelled. I received an email with refund options. I had to apply for the 120% voucher before requesting the 100% money refund. How long does it take to process it? When will the money be back on my account? I really really need it. #wizzair #refund. Twitter. Twitter. https://twitter.com/Micholcia/status/1270271257481744390 Morichai Twitter Account (2020, Martch 13). @Ryanair As we have NO IDEA when this will all go back to normal you should be REFUNDING U.K. and other countries to Prague flights! We cannot enter the country and have no idea when the ban will be lifted and therefore cannot rebook!!. Twitter. Twitter. Retrieved 27 July 2020, from https://twitter.com/Morichai/status/1238473509522849793 Pallini, T. (2020, May 10). Don’t expect an automatic refund from airlines: Here’s why they don’t refund customers even after a flight is canceled. Business Insider. https://www.businessinsider.com/why-airlines-dont-refund-customers-after- canceled-flights-2020-5 Partridge, J. (2020, May 28). EasyJet plans to cut up to 30% of staff as Covid-19 hits demand. The Guardian.

40 https://www.theguardian.com/business/2020/may/28/easyjet-plans-to-cut-up-to- 30-per-cent-of-staff-because-of-covid-19-crisis Peachey, K. (2020a, April 22). ‘First Ryanair agreed to a refund, then it didn’t’. BBC News. https://www.bbc.com/news/business-52370158 Peachey, K. (2020b, July 3). Money back for Ryanair and Sykes customers. BBC News. https://www.bbc.com/news/business-53277921 Philip Andrew Twitter account. (2020, July 19). @Ryanair It’s been 4 months since you cancelled my flight and I am still waiting for a refund. I have continuously tried to contact you and your agents ignore me. Is there a representative who can help out?". Twitter. Twitter. https://twitter.com/PhilipObserver/status/1284648917733462016 Post-COVID-19 Customer Strategy Implications. (n.d.). 12. rachel magee Twitter Account. (2020, July 27). @Ryanair @Ryanair flight cancelled 6th April 2020. Refund requested on that date. WHERE’S MY REFUND??????? Waiting 15 weeks ". Twitter. Twitter. https://twitter.com/MageeRachel/status/1287857278348075015 Ray S., J. (1999). Strategic communication in Crisis Management. Lessons from the Airline Industry (The UK, London: Quorum Books). Regester, M., & Larkin, J. (2005). Risk Issues and Crisis Management (London and Sterling, VA). richthecockney Twitter Account. (2020, May 17). This week we announced new measures ahead of our return to flying in July. Twitter. Twitter. https://twitter.com/richthecockney/status/1261966385539878912 RKWH Twitter Account. (2020, July 8). @Ryanair @RyanairPress @RyanairFlights based on your customer service over the past three days I will never book a #Ryanair flight again. I would rather pay more & use an alternative, even if paying more means double because at least they have customer service who actually help. Twitter. Twitter. https://twitter.com/DC84118/status/1280870021191938049 RLM2006 Twitter Account. (2020, August 2). @easyJet lied to by easyJet! We were told our flight was still going ahead even though we knew it had been cancelled but we’re still charged £471 to book a new flight. Been on hold 3 hours twice and when

41 we get through they just cut us off. EasyJet please reply to my DM. #easyjet. Twitter. Twitter. https://twitter.com/RLM20062/status/1289840345241460736 Rns-results-release-f19_final_9d8c0f10.pdf. (n.d.). Retrieved 7 July 2020, from https://wizzair.com/static/docs/default-source/downloadable- documents/corporate-website-transfer-documents/results-and-presentations/rns- results-release-f19_final_9d8c0f10.pdf RYAAY Ryanair Holdings plc Stock Quote. (n.d.). Retrieved 7 July 2020, from https://finviz.com/quote.ashx?t=RYAAY Ryanair (a). (2020, July 22). Where Can I Fly? Facebook.Com. https://www.facebook.com/612861008745063/videos/2729302640685321 Ryanair Facebook. (n.d.). Retrieved 23 July 2020, from https://www.facebook.com/ryanair/videos/2729302640685321 RYANAIR FEBRUARY TRAFFIC GROWS 9% TO 10.5m GUESTS. (2020, March 3). https://otp.tools.investis.com/clients/uk/ryanair/rns/regulatory- story.aspx?cid=901&newsid=1376194 Ryanair flyers must ask for loo as flights ramp up. (2020, May 12). BBC News. https://www.bbc.com/news/business-52629644 Ryanair (RYAAY) Posts Q1 Loss, Expects Q2 Loss to be Smaller. (2020, July 28). https://finance.yahoo.com/news/ryanair-ryaay-posts-q1-loss-125412655.html Ryanair (@Ryanair) / Twitter. (n.d.). Twitter. Retrieved 28 July 2020, from https://twitter.com/ryanair/status/1240270452465041410/photo/1 Ryanair says passenger numbers set to halve. (n.d.). Retrieved 20 May 2020, from https://finance.yahoo.com/news/ryanair-profits-top-1bn-outlook-055221876.html RYANAIR TO CANCEL UP TO 25% OF ITALIAN FLIGHTS. (2020, March 2). https://otp.tools.investis.com/clients/uk/ryanair/rns/regulatory- story.aspx?cid=901&newsid=1376081 RYANAIR TO RESTORE 40% OF SCHEDULED FLIGHTS FROM 1 JULY. (2020, April 17). https://www.ryanair.com/ie/en/travel-updates/articles/BACK-FLYING Ryanair Twitter Account. (2020a, March 13). From today (13 Mar) until Tue 31 Mar, Ryanair will waive the flight change fee for customers who wish to change their travel plans due to the current Covid-19 outbreak. This policy applies to all existing and new bookings. Twitter. Twitter. https://twitter.com/Ryanair/status/1238453301982703619

42 Ryanair Twitter Account. (2020b, March 14). Customer Notice: All Ryanair Group Flights to/from Poland Cancelled From Sunday 15 March To Tuesday 31 March. Twitter. Twitter. https://twitter.com/Ryanair/status/1238842401864781826 Ryanair Twitter Account. (2020c, March 18). @christinaorsbo2 Hi, if you need assistance, please contact us through DM. Ana. Twitter. Twitter. https://twitter.com/Ryanair/status/1240179287883481088 Ryanair Twitter Account. (2020d, May 17). This week we announced new measures ahead of our return to flying in July. Tiwtter. Twitter. https://twitter.com/Ryanair/status/1261964678730661888 Ryanair Twitter Account. (2020e, May 24). Stay up to date with the latest updates on travel restrictions across Europe with this information page we’ve set up . Twitter. Twitter. https://twitter.com/Ryanair/status/1264558268761825280 Ryanair Twitter Account. (2020f, July 18). Checklist for healthy flying: Check your temperature before leaving for airport Check in online & download your boarding pass Wear a face mask at all times Use hand sanitiser No queuing at boarding gates If you have a checked bag use self-service bag drop Full list here . Twitter. Twitter. https://twitter.com/Ryanair/status/1284564847225520128 Ryanair Twitter Account. (2020g, July 18). Checklist for healthy flying: Check your temperature before leaving for airport Check in online & download your boarding pass Wear a face mask at all times Use hand sanitiser No queuing at boarding gates If you have a checked bag use self-service bag drop Full list here . Twitter. Twitter. https://twitter.com/Ryanair/status/1284564847225520128 Ryanair Twitter Account. (2020h, July 18). This week we announced new measures ahead of our return to flying in July. Twitter. Twitter. https://twitter.com/Ryanair/status/1262279256064888832 Ryanair Twitter Account. (2020i, July 20). New measures, new normal Since returning to service we’ve taken new steps onboard: Aircraft disinfecting ✅ Cashless inflight service with limited stock ✅ Face masks at all times ✅ State of the art air filtration systems ✅ https://t.co/aoggdTmpgT. Twitter. Twitter. https://twitter.com/Ryanair/status/1285246841152401408

43 Ryanair Twitter Account. (2020j, July 21). Your guide to where is open this summer https://t.co/xPlc2PM7PM. Twitter. Twitter. https://twitter.com/Ryanair/status/1285651507669426176 Ryanair Twitter Account. (2020k, July 23). Until midnight tonight we have September flights on sale from just €14.99 ». Twitter. Twitter. https://twitter.com/Ryanair/status/1286254397605982209 Ryanair warns refunds to take up to six months. (2020, May 1). BBC News. https://www.bbc.com/news/business-52498691 @Ryanair We are at Agadir airport but no information available. How do we get on a new flight?. Twitter. (2020, March 18). Twitter. https://twitter.com/christinaorsbo2/status/1240172503441473536 Ryanair-2019-Annual-Report.pdf. (n.d.). Retrieved 20 May 2020, from https://investor.ryanair.com/wp-content/uploads/2019/07/Ryanair-2019-Annual- Report.pdf Shaw, N. (2020, May 22). Scientists predict exact date coronavirus crisis will end in UK. Walesonline. https://www.cambridge-news.co.uk/news/uk-world- news/scientists-predict-exact-date-coronavirus-18296432 Shelly Barrett Twitter Account. (2020, July 29). @JoDay18 @Ryanair It’s disgraceful I have also tried every phone number they have.! Wouldn’t mind my issue will take two mins I just can’t do it myself it’s saying I have to contact them. No humans just computer bots! Customer service is atrocious ". Twitter. Twitter. https://twitter.com/ShellyGBarrett/status/1288499176943362050 @ShellyGBarrett Twitter Account. (2020, July 29). @Ryanair I’ve been holding for 3 and a half hours waiting on an agent on webchat I’ve also tried messenger on Facebook. Please can I have some assistance?". Twitter. Twitter. https://twitter.com/ShellyGBarrett/status/1288497928735252480 Start Monday Twitter Account. (2020, July 3). easyJet launch comic book face mask covers to help ease children’s anxiety about flight rules #EasyJet #ComicBook #Anxiety https://t.co/2QdCTwTcbf https://t.co/8vgtF87wam. Twitter. Twitter. https://twitter.com/startMonday/status/1268085078917296128

44 Subscribe. (n.d.). Coronavirus Safest holiday destinations. Europe’s Best Destinations. Retrieved 8 April 2020, from http://www.europeanbestdestinations.com/best-of- europe/coronavirus-safest-holiday-destinations/ Susanne Garrod Twitter Account. (2020, July 25). Thank you @easyJet full flight refund received within a month of request #easyprocess #easyjet #COVID19 #whatsaholiday. Twitter. Twitter. https://twitter.com/MortgageSusanne/status/1286935846009143298 Taylor, D. B. (2020, July 8). A Timeline of the Coronavirus Pandemic. The New York Times. https://www.nytimes.com/article/coronavirus-timeline.html The Wedding Writer Twitter Account. (2020, May 24). @easyJet @theCuriousPixie @easyJet need to refund me for my March flights first. Disgusting. Stop trying to sell me new@flights when you still have my money. @easyJet @MartinSLewis @Flight_Refunds @TravelOwlHelp #stopsellingflightsuntilyourefund". Twitter. Twitter. https://twitter.com/idowriteforyou/status/1264517243867746304 Tom Sav Twitter Account. (2020, July 31). #wizzair sucks! Day 47 without refund my money! They are using COVID to extort money from people. @Wizzair not allowed me to board into the plane, so I lost two way ticket. Flight number W64109 from #Belgrade #Serbia to #BadenBaden #Germany #BoardingDenied #Cancelled #Flight". Twitter. Twitter. https://twitter.com/TomSav67/status/1289307551662710784 Topham, G. (2020, June 30). EasyJet plans to cut 727 pilot jobs and close three UK bases. The Guardian. https://www.theguardian.com/business/2020/jun/30/easyjet- cut-pilot-jobs-close-uk-bases-stansted-southend-and-newcastle Triggle, N. (2020, April 21). Deaths hit 20-year high—But peak may be over. BBC News. https://www.bbc.com/news/health-52361519 Turner, B. A. (1976). The Organizational and Interorganizational Development of Disasters Author (Administrative Science Quarterly, 21, 378–397.). Umansky, D. (1993). How to Survive and Prosper When It Hits the Fan. Public Relations Quarterly, 38(4), 32–34. UPDATE MON 18 MAY – LIMITED SCHEDULE EXTENDED TO SAT 20 JUN. (n.d.). Retrieved 17 July 2020, from https://www.ryanair.com/content/dam/ryanair/help- centre-pdfs/EN-18_May_Customer_Notice-Covid19_EN.pdf

45 to cut 3,000 jobs and quit Gatwick. (2020, May 5). BBC News. https://www.bbc.com/news/business-52542038 Wanders Twitter Account. (2020, March 18). @SkyNewsBreak #Easyjet are still happy to fly to France next Tuesday even though we are meant to social distance and France is on lockdown. Seems France has left borders open to the UK and so #easyjet are putting #profitsbeforepeople and going against all governmental advice. #givememyrefund". Twitter. Twitter. https://twitter.com/whereangiewand1/status/1240303516763271168 What global crisis? Most people feel the world will recover from Covid-19 in 6-12 months. (2020, April 2). https://economictimes.indiatimes.com/magazines/panache/tech-and- gadgets/oneplus-8-india-launch-live-updates/articleshow/75142361.cms What is crisis? Definition and meaning. (n.d.). BusinessDictionary.Com. Retrieved 14 July 2020, from http://www.businessdictionary.com/definition/crisis.html What is crisis management? Definition and meaning. (n.d.). BusinessDictionary.Com. Retrieved 14 July 2020, from http://www.businessdictionary.com/definition/crisis- management.html What is risk? Definition and Meaning. (n.d.). Market Business News. Retrieved 15 July 2020, from https://marketbusinessnews.com/financial-glossary/risk-definition- meaning/ When was the last time you said this? (n.d.). BusinessDictionary.Com. Retrieved 15 July 2020, from http://www.businessdictionary.com/definition/risk.html WIZZ – Dream more. Live more. Be more. (n.d.-a). Retrieved 23 July 2020, from https://wizzair.com WIZZ – Dream more. Live more. Be more. (n.d.-b). Retrieved 23 July 2020, from https://wizzair.com Wizz Air. (2020, July 20). Gemma Collins escapes lockdown with Wizz Air. https://www.facebook.com/115274301883331/videos/603617253897305 Wizz Air (a). (2020, July 3). Say YES to FLYING AGAIN with WIZZ. Facebook.Com. https://www.facebook.com/watch/?ref=external&v=2905449599739259 Wizz Air account YouTube. (2020a, April 29). WIZZ says YES to enhanced health & safety. https://www.youtube.com/watch?v=2mVFOEaDrxI

46 Wizz Air account YouTube. (2020b, July 19). Gemma Collins escapes lockdown with Wizz Air. https://www.youtube.com/watch?v=oOo0ETgEBbM&t=23s Wizz Air Holdings Plc Annual report and accounts 2019. (2019). 134. WIZZ AIR HOLDINGS PLC UNAUDITED RESULTS FOR THE TWELVE MONTHS TO 31 MARCH 2020. (2020, March 31). https://wizzair.com/static/docs/default- source/downloadable-documents/corporate-website-transfer-documents/results- and-presentations/f20-final-rns-release_434aa561.pdf Wizz Air Instagram account. (2020a, May 19). Wizz Air (@wizzair) • Фото и видео в Instagram. https://www.instagram.com/wizzair/ Wizz Air Instagram account. (2020b, June 24). Wizz Air (@wizzair) • Фото и видео в Instagram. https://www.instagram.com/wizzair/ Wizz Air is rated ‘Bad’ with 1.5 / 5 on Trustpilot. (n.d.). Trustpilot. Retrieved 20 July 2020, from https://uk.trustpilot.com/review/wizzair.uk Wizz Air Twitter account. (n.d.). «NEW ROUTES FROM  The distance between Ukraine and Italy is getting smaller and smaller. We are happy to announce that we will now fly to exciting new destinations from a number of cities in Ukraine! Check the map below and let us know which one is your favourite! Https://t.co/w9Uoe4SbYt» / Твиттер. Twitter. Retrieved 23 July 2020, from https://twitter.com/wizzair/status/1285485701161725952 Wizz Air Twitter account. (2020a, May 22). ‘A list of everything we said yes to at WIZZ, so you can say yes to dreaming more and flying again. Https://t.co/Ob9iAabm35’ / Twitter. Twitter. https://twitter.com/wizzair/status/1263845290580336642 Wizz Air Twitter account. (2020b, May 28). Wizz Air (@wizzair) / Twitter. Twitter. https://twitter.com/wizzair/status/1266013913428242436/photo/1 Wizz Air Twitter account. (2020c, July 18). Heading out to explore this summer with WIZZ? Make sure you do it safely! Wearing a face mask is compulsory onboard so please wear it for the whole duration of your flight. WIZZ reserves the right to refuse carriage to anyone who fails to comply with this requirement. Https://t.co/1QSbIDSzaJ. Twitter. Twitter. https://twitter.com/wizzair/status/1284427740238807040

47 World economic growth plunges due to coronavirus—Which industries are suffering the most. (2020, March 26). Roland Berger. https://www.rolandberger.com/en/Point- of-View/Coronavirus-Current-status-and-economic-impact-forecast.html @XleeleeX. (2020, July 22). @easyJet It’s been 90 days and still no refund it’s costing me money on the phone trying to get through and paying the interest! Need the money now as my husband has been made redundant !". Twitter. Twitter. https://twitter.com/XleeleeX/status/1285959875013607427

48 iii. Appendix

a. Chart

Chart №1. Seat Capacity for Worldwide travel, January to March 2020 vs the same period in 2019 (Gonzalez, 2020b)

Chart №1.

b. Additional Pictures

Picture № 1. Important customer notice

49

Picture № 1.

Picture № 2. Where can I fly?

Picture № 2.

Picture № 3. A list of everything we said yes to at WIZZ?

50

Picture № 3.

c. Figure

Figure № 2. Illustration of Template Analysis

51

Figure № 2.

d. Tables

Table № 1. Consolidated Balance Sheet of Ryanair Holdings plc

52

Table № 1.

Table № 2. Consolidated Income Statement of Ryanair Holdings plc

53

Table № 2.

Table № 3. Coronavirus impact matrix – Tourism & travel, airlines, and retail will be badly hit on both liquidity and profitability fronts.

54

Table № 3.

Table № 4. Matrix of measures per aviation stakeholder

55

56 Table № 4.

Table № 5. Coding Sample for Ryanair.

Date Content Initial codes 17.05.2020 “Can we please get our money back first? We understand that it isn’t Refund your fault and that these are extraordinary times. You have over 2k of my money for nearly a year, I’ve been trying to get a refund for 7 weeks. This should be within 7 days. Patience is running out!” (Richthecockney on Twitter, 2020) 18.06.2020 “Hi, given the current situation, the deadline for receiving it may be Reply to that, longer. It could take several more weeks, we apologise for the delay. Ineffective Thanks for your patience. Ryanair.” (Ryanair Twitter Account 2020) communication with individuals. “How about refunds?? And will KEEP TWEETING TILL YOU Refund, REPLY !!!!” (@doxley56 Twitter Account, 2020) 18.03.2020 “We are at Agadir airport but no information available. How do we get Book new flight on a new flight?” (@christinaorsbo2 on Twitter, 2020, March 18). 18.03.2020 “Hi, if you need assistance, please contact us through DM.” (Ryanair Reply, Quick Twitter Account, 2020 reply, Effective Communication with majorities. 29.07.2020 “I’ve been holding for 3 and a half hours waiting on an agent on No reply, webchat I’ve also tried messenger on Facebook. Please can I have Ineffective some assistance?” (@ShellyGBarrett Twitter Account, 2020) communication with individuals. 29.07.2020 “It’s disgraceful I have also tried every phone number they have.! Ineffective Wouldn’t mind my issue will take two mins I just can’t do it myself communication it’s saying I have to contact them. No humans just computer bots! with individuals. Customer service is atrocious Face with look of triumph” (Shelly Barrett Twitter Account, 2020)

57 21.07.2020 Your guide to where is open this summer (Ryanair Twitter Account, Effective 2020) communication with majorities. 20.07.2020 New measures, new normal Face with medical mask Airplane Effective departure communication Since returning to service we've taken new steps onboard: with majorities. Aircraft disinfecting Cashless inflight service with limited stock Face masks at all times State of the art air filtration systems (Ryanair Twitter Account, 2020) 27.07.2020 I filled in forms, sent many e-mails, tried to contact through chat and Voucher couldn't get anywhere. My flight connection from Dubai to Manchester was cancelled and as a consequence we couldn't fly to Portugal. We want to get a flight voucher please. How can contact Ryanair Please! (Maithe Paula Da Silva Twitter Account, 2020) 18.07.2020 Checklist for healthy flying: Effective Check your temperature before leaving for airport communication Check in online & download your boarding pass with majorities. Wear a face mask at all times Use hand sanitiser No queuing at boarding gates If you have a checked bag use self-service bag drop Full list here (Ryanair Twitter Account, 2020) 27.07.2020 @Ryanair flight cancelled 6th April 2020. Refund requested on that Refund date. WHERE’S MY REFUND??????? waiting 15 weeksFace with symbols over mouthFace with symbols over mouth (rachel magee Twitter Account, 2020) 19.07.2020 It's been 4 months since you cancelled my flight and I am still waiting Refund for a refund. I have continuously tried to contact you and your agents ignore me. Is there a representative who can help out? (Philip Andrew Twitter account, 2020)

58 09.04.2020 We've launched a new COVID-19 Help Hub. Find answers to your Effective most frequently asked questions in the link below. communication https://easyjet.com/en/policy/coronavirus/online-support/q0 (EasyJet with majorities. Twitter account, 2020) 27.07.2020 I got through after 3h30 and changed my flights for tomorrow to next Book new flight year at no cost. I know it’s frustrating, but they are doing their best. Super calm, patient and helpful when I got through. This is a nightmare for them as well as us. Thank you @easyJet (Charley Frampton Twitter account, 2020) 31.07.2020 Disgusted at #ryanair telling me it’s my choice not to fly to Spain Voucher, Book against government advice & there is no travel ban as borders still open new flight so I’m not entitled to vouchers OR free flight change as the government brought in the ban less than 7 days before my flight #boycott Face with symbols over mouth (fifilamac Twitter Account, 2020) 31.07.2020 @Ryanair_IT Voucher, Book now that the WHO as declared that we should avoid non essential new flight travel and that Belgium is a country in basically lockdown and raising number everyday. Why can't we convert a trio between Italy and Belgium into a voucher instead of being forced to rebook #Ryanair (Clara Riva Twitter Account, 2020) 30.07.2020 2nd day facing @Ryanair dreadful customer service. I was flying Voucher tomorrow. Not only they don’t do refunds or offer vouchers when a country imposes quarantines & you see your holiday gone. They also waste hours of your time without a single response #Ryanair #Quarantine #COVID19 (Candela VS Twitter Account, 2020) 30.07.2020 #ryanair #ryanairrefunds #ryanairrefund Sorry Ryanair your 12 Voucher month voucher is no use to me Due to your refusal to refund, my next 12 months flights are all booked with reputable airlines.2 sets of refund you owe me Filing a complaint about Ryanair to CAA is so easy (DESIREE Twitter Account, 2020)

59 02.08.2020 Don’t book with these robbing crooks,still trying to get a refund on Book new flight Spain flight.Avoid #Ryanair No one gets back to me,Awful company,trust me fly with someone else they have policy of ignore customer complaints.Don’t buy into their adverts.DON’T FLY WITH RYANAIR #BoycottRyanair 02.08.2020 17.07.2020 @Ryanair Book new flight allowing people who book now to change their flights at no extra cost but yet a family of four who booked months ago have to pay £360 #ryanair #badcustomerservice (Hayley Wiggins Twitter Account, 2020) 11.07.2020 The worst airline in the world never book with @Ryanair they let Ineffective people book tickets and take away peoples money without notifying communication them that the flight will not happen. An absolute disgrace of an airline, with individuals will never book with them again in my life. #ryanair #airline #COVID19 (Hanin Alyasiri Twitter Account, 2020) 08.07.2020 @Ryanair @RyanairPress @RyanairFlights based on your customer Ineffective service over the past three days I will never book a #Ryanair flight communication again. I would rather pay more & use an alternative, even if paying with individuals more means double because at least they have customer service who actually help. (RKWH Twitter Account, 2020) 03.07.2020 Before you all book #flights to go on #holiday Who is still waiting for Refund, a refund? I am! Both #Ryanair & #easyjet #RefundPassengers Ineffective #ryanairrefund #easyjetrefund (Ian #FBPE Twitter Account, 2020) Communication with individuals 01.07.2020 3 months and still no refund! Don't book flights with this company! Refund, #ryanairrefund #Ryanair #ryanairrefunds (laffing gravy Twitter Ineffective Account, 2020) Communication with individuals 29.05.2020 @drivetimerte Hand hygiene, Hi Mary, facemasks can only be worn for a max of 4 hours. Also, if Face Mask, Face taken off to eat, need a new one. Passengers will need more than one covering mask. Before you put on and after you take off a mask you should do

60 proper hand hygiene with alcohol gel. #Ryanair (Michael Mulhern Twitter Account, 2020) Table № 5.

Table № 6. Coding Sample for EasyJet. Date Content Initial codes 26.07.2020 After 4 hours on the phone to @easyJet I got my voucher for my Voucher flights to Spain at the end of August... if they made it an option on the app - 50% of people probably wouldn’t need to call! #easyjet (Ashleigh Twitter account, 2020)

24.05.2020 @easyJet need to refund me for my March flights first. Disgusting. Refund Stop trying to sell me new@flights when you still have my money. @easyJet, @MartinSLewis, @Flight_Refunds, @TravelOwlHelp, #stopsellingflightsuntilyourefund (@idowriteforyou on Twitter, 2020)

31.07.2020 Despite promises not a single penny back from @easyJet despite Refund cancelling our March flights for 30th Anniversary trip to Venice. One ridiculous excuse was they couldn’t get to the bank! Hotel paid up straight away. (Chris Rolph Twitter Account, 2020) 31.07.2020 #easyjet Please refund my flight money I will drive you mad you Refund shonky company how do you sleep at night stealing people’s money - disgusting behaviour mum is 82 give her money back (lak696969 Twitter Account, 2020) 25.07.2020 Thank you @easyJet full flight refund received within a month of Refund request #easyprocess #easyjet #COVID19 #whatsaholiday (Susanne Garrod Twitter accound, 2020) 29.07.2020 @easyJet you said 15 days for a voucher - it’s 1.5 months and no Voucher voucher or update... what is going on? #flightrefund #easyjet #voucher #poorcustomerservice (Alex Twitter Account, 2020) 15.07.2020 Has anybody actually been able to book online using their Voucher @easyJet

61 #voucher or has anyone actually got through to #EasyJet to book using their voucher? (Global Citizen ♡ Twitter Account, 2020) 19.07.2020 Hey @easyJet - tried to do the right thing for your business on 1st Voucher May by accepting a flight voucher as opposed to a cash refund, but STILL no voucher, no reply to e-mails and a repeated recorded message cutting me off..!? NOT. HAPPY. #easyjet #voucher #stillwaiting (Emily Hawkes Twitter Account, 2020) 03.07.2020 Hi @easyJet , why doesn't anyone from Italy answer me? You sent Voucher me an e-mail to request the voucher and I spent 7 days and 15 euros, but no one ever answered me. Do I have to pay for my voucher? @Altroconsumo @consumatori @EnacGov #voucher #easyjet 02.08.2020 @easyJet Book new flight lied to by easyJet! we were told our flight was still going ahead even though we knew it had been cancelled but we’re still charged £471 to book a new flight. Been on hold 3 hours twice and when we get through they just cut us off. EasyJet please reply to my DM. #easyjet (RLM2006 Twitter Account, 2020) 29.07.2020 @easyJet Having to change flights again due to COVID-19 and pay Book new flight MORE money AGAIN yet its over £100 cheaper to book flights for the same dates as a new customer!! Outrageous. Noone cares and I can never get through on the phone. Disgusting. #easyjet (Luke Johnson Twitter Account, 2020) 16.07.2020 @easyJet I can't get through to the customer service but am looking to Voucher, Book use my flight voucher which I received from a previously cancelled new flight flight. Please respond so I can book new flights! #easyjet (Amber-Rose Billings Twitter Account, 2020) 16.07.2020 @easyJet @BBCWatchdog @MartinSLewis nearly 4 hours on hold to Voucher, Book book new flights using voucher issued, why would you not just make new flight it available to book via website with! Price of flights are increasing in the meanwhile! #getitsorted #easyjet (becki crozier Twitter Account, 2020)

62 24.07.2020 Very strange feeling flying again not sure how long for tho, it amazes Face Mask, Face me how many people get wearing a face mask Face with medical mask covering and social distancing so wrong Exploding head the views are still amazing tho #easyjet #WearTheDamnMask #travel #traveldiaries #travelphotography #traveldestination (Martyn Fuller Twitter Account, 2020) 03.07.2020 easyJet launch comic book face mask covers to help ease children’s Face Mask, Face anxiety about flight rules covering

#EasyJet #ComicBook #Anxiety http://tinyurl.com/yadpymk5 03.07.2020 01.05.2020 Bottom of Article. Face Mask, Face "It revealed on Tuesday a hacking of its digital systems that exposed covering personal details of nine million customers." NINE MILLION! Coronavirus: #EasyJet to resume flights next month with strict face mask rule (Eyes Wide Open Twitter Account, 2020) 30.03.2020 Find it odd that I’m receiving all manner of #SpecialOffers from Social Distance, #Eurostar #EasyJet #Klm etc when none of us know the length of time Physical we must keep #SocialDistance and not #TravelGrinning face (Jan Distance Leeming Twitter Account, 2020) 18.03.2020 #Easyjet are still happy to fly to France next Tuesday even though we Social Distance, are meant to social distance and France is on lockdown. Seems France Physical has left borders open to the UK and so #easyjet are putting Distance #profitsbeforepeople and going against all governmental advice. #givememyrefund 18.03.2020 10.03.2020 So @easyJet decides to put money before health and safety... this stuff Health Safety always evens out and despite us doing the right thing re flights to Sicily #easyjet doesn’t reciprocate #coronavirusuk #coronavirus (Jeremy L- Jones Twitter Account, 2020) 05.03.2020 Disgusted by #easyjet and any other airlines not offering free changes Health Safety to flights to Italy and elsewhere. At the beginning of every flight you say customers health and safety is of primary importance. #Proveit

63 #DoTheRightThing #Coronvirus. (Daniel Morris Twitter Account, 2020) 29.02.2020 @easyJet Cleaning and hello there. Can you please advise of the cleaning process of your disinfection aircraft? From my experience, right now at LGW, your turn around is so quick, no cleaners and no detergent used. #easyjet #Coronavid19 #clean (Mark Thomas Twitter Account, 2020) 31.07.2020 We’ve teamed up with comic book artist Will Sliney to create face Health Safety, mask covers for kids on board. Keep an eye out for the covers which Face Mask, Face are available on select flights across Europe from August. Visit our covering, YouTube for a drawing tutorial from Will: Effecting https://youtu.be/kByGAG3gJQg (EasyJet Twitter account, 2020) Communication with Majorities 03.08.2020 Please reply to my dm @easyJet one person says they can sort the Refund, voucher for me then another replies saying I need to call. Voucher, Communication is shocking. Can't get through on phone lines. Ineffective I have messaged numerous times... ( Miss G Communication #MMMonday Twitter Account, 2020) with individuals 03.08.2020 Any chance of you answering my DM about a booking as flight is Ineffective tomorrow? And I can't get through on phone despite calling everyday communication for the 5 days. Thanks (Change Twitter Account, 2020) with individuals 18.07.2020 Checklist for healthy flying: Face Mask, Face Check your temperature before leaving for airport covering, Less Check in online & download your boarding pass bags on board, Wear a face mask at all times Hand Hygiene, , Use hand sanitiser E-Tickets, No queuing at boarding gates Effecting If you have a checked bag use self-service bag drop Communication Full list here (Ryanair Twitter Account, 2020) with Majorities Table № 6.

Table № 7. Coding Sample for Wizz Air.

64 Date Content Initial codes 31.07.2020 #wizzair sucks! Day 47 without refund my money! They are using Refund, COVID to extort money from people. @Wizzair not allowed me to Ineffective board into the plane, so I lost two way ticket. Flight number W64109 Communication from #Belgrade #Serbia to #BadenBaden #Germany with individuals #BoardingDenied #Cancelled #Flight (Tom Sav Twitter Account, 2020) 27.07.2020 So it’s now months since our groups flight with @wizzair was Refund, cancelled and despite being promised refunds weeks ago myself and Ineffective about 15 other families who were due to fly to Prague still haven’t had Communication our money back. Disgraceful and quite clearly liars! @ABTAtravel with individuals #wizzair (Helen Brearley Twitter Account, 2020) 23.07.2020 @wizzair #wizzair It has been well over 60 days and still no sign of a Refund, refund for my cancelled flight! I want my money back #airline Ineffective #customerservice #rights #EU (Ale Twitter Account, 2020) Communication with individuals 24.05.2020 So #wizzair you have started your flights to Bulgaria despite the fact Refund, UK citizens are not allowed into the country. Then refuse to refund as Ineffective the flight still takes off. Disgraceful. Never book #wizzair (Kerry Communication Sutton Twitter Account, 2020) with individuals 09.04.2020 Indeed! Lost around £600 today - snatched by @wizzair who said they Ineffective wouldn’t allow a cancellation despite FCO saying “don’t travel”and communication Bulgarian govt saying “can’t enter”. @Ryanair and @easyJet are with individuals saints in comparison! https://twitter.com/25Purplestar/status/1247768848947802115 (Davis Thomas Twitter Account, 2020) 27.07.2020 1.5 months after I request AIRLINE CREDIT for a covid19-cancelled Refund, flight from @wizzair and... I heard they were taking months to process voucher, actual refunds but in my case they just want to keep my money and not even given a voucher... They won't even prioritise my case. #wizzair (lozenz Twitter Account, 2020)

65 09.07.2020 Purple heartDear @wizzair my flight got cancelled. I received an e- Refund, mail with refund options. I had to apply for the 120% voucher before Voucher, requesting the 100% money refund. How long does it take to process Ineffective it? When will the money be back on my account? I really really need Communication it. #wizzair #refund (MilencikTwitter Account, 2020) with individuals 01.07.2020 #wizzair cancelled my flight and I would like a refund not vouchers. Refund, E-mailed them over a week ago and I’ve had no response. Is this what Voucher, you call customer service? Anyone got any suggestions? (Amita Art Ineffective Twitter Account, 2020) Communication with individuals 18.07.2020 Heading out to explore this summer with WIZZ? Make sure you do it Face Mask, Face safely! Wearing a face mask is compulsory onboard so please wear it covering, for the whole duration of your flight. WIZZ reserves the right to refuse Effecting carriage to anyone who fails to comply with this requirement (Wizz Communication Air Twitter account, 2020). with Majorities 22.05.2020 A list of everything we said yes to at WIZZ, so you can say yes to Face Mask, Face dreaming more and flying again (Wizz Air Twitter account, 2020). covering, E- tickets, Contactless payments, Effecting Communication with Majorities 15.07.2020 @wizzair Our flights at the beginning of April were cancelled by Refund, yourselves, still no refund 2 1/2 months later. Multiple e-mails to Ineffective customer service with no response. How much longer do we need to Communication wait? Shocking customer service. (Dion Deverill Twitter Account, with individuals 2020)

Table № 7.

Table № 8. Coding Sample for European Union Aviation Safety Agency (EASA).

66 Date Content Initial codes 28.07.2020 Face masks Acknowledgement Raising hands Frequent sanitizing ShieldCompliance with the rules of COVID-19 Our well-trained flight crews are ready to help you to #FlySafe policy during #COVID19 Airplane #FlyWithConfidence @IATA @EASA (Airlines for Europe (A4E) Twitter Account, 2020) 17.07.2020 #EASA and Acknowledgement @ACI_EUROPE of COVID-19 sign Cooperation Agreement as #airport industry publishes policy Guidelines for a Healthy Passenger Experience based on EASA/ECDC #COVID19 protocol https://easa.europa.eu/newsroom-and-events/press-releases/aci- europe-and-easa-sign-cooperation-agreement-airport-industry (EASA Twitter Account, 2020)

Table № 8. Table № 9. Group Open Coding

Codes Refund Communication Requirements Requirements Informing Options with customers for for airlines customers about Informing passengers new rules. customers about new rules. Initial Refund Ineffective Hand Less bags on Acknowledgement codes communication hygiene, board, of COVID-19 Voucher with Cleaning and policy individuals. Face Mask, disinfection Book Face E-tickets, new Effective covering, Contactless flight communication Social payments, with majorities. Distance,

67 Quick reply, Physical No reply. Distance Health Safety Table № 9.

Table № 10. Categories

Categories Trip Customer Implementation Cancelation interaction of New Rules Codes Refund Communication Requirements options with customers. for passengers. Informing Requirements customers for airlines about new rules. Table № 10.

Table № 11. Themes

Themes Overall Managing Crisis by Airline Customer companies Experience of Ryanair, EasyJet, Wizz Air Categories Trip Customer Implementation Cancelation interaction of New Rules Table № 11.

68