Information, information, information.

More travel disruption, more flights cancelled, more people having to spend the night sleeping on airport floors, and so on and so on.  And once again, the major complaint you hear is lack of information.  You'd really think that organisations would have learned by now that when things go awry the best thing you can do is to keep the punters informed - even if you have nothing concrete to tell them, the fact that you are talking to them and telling them what you can will help take the heat out of the situation.  I would suggest that you should be devoting a significant part of your resources to doing just that - but it doesn't seem to happen. Time after time we hear the same story - customer desks are unmanned, 'phones are not answered, there's nobody in authority to be seen.  You can't make the problem disappear, but you can sure make it worse!