Case Study: Virgin Atlantic achieves rapid, reliable emergency communications with OnSolve (Send Word Now)

How Virgin Atlantic Airways Uses Send Word Now to Communicate During Emergencies

Virgin Atlantic, a long-haul airline with a global network, needed a reliable, fast way to coordinate crisis response across its operations. Resilience Manager Tiggy Thiagarajah turned to OnSolve’s Send Word Now on-demand notification and response platform to support the airline’s central crisis team during events such as the 2011 Grímsvötn volcanic ash cloud, when timely communication was critical to protecting safety and operations.

OnSolve’s Send Word Now delivered targeted and mass messaging via features like Get Word Back, Scenarios, Conference Bridge, recipient self‑update and flexible group management, enabling one‑click activation and rapid staff availability checks. The result was a more fluid, faster response than the airline’s previous system—no flights were grounded during the ash cloud incident—and increased operational resilience backed by OnSolve’s 100% uptime guarantee and plans to expand platform use across the organization.

Virgin Atlantic

Tiggy Thiagarajah

Resilience Manager