Case Study: Major International Travel and Tourism Company keeps negative sentiment below 5% and protects brand reputation with Fullintel

Major International Travel and Tourism Company - Customer Case Study

Major International Travel and Tourism Company, a $108‑plus market‑cap firm, faced a communications crisis after an on‑premises incident that injured guests but was not the company’s fault. The company engaged Fullintel for crisis media monitoring and executive news briefings to understand real‑time coverage and keep negative sentiment under a quantitative target of 5%.

Fullintel activated its 24/7 crisis hotline and expert‑curated monitoring — real‑time breaking alerts, thrice‑daily executive briefs, minute‑by‑minute social media analysis, daily media reports and an end‑of‑crisis analysis — and advised that a public apology was unnecessary. Fullintel’s response kept negative sentiment well below the 5% goal, helped preserve the brand and likely reduced legal exposure, and won Fullintel a 2020 AMEC Award for best crisis communications media monitoring and measurement.