Name: Building back better: Destination resilience, service experience and marketing in the face of crisis
Start: 2027-04-23T08:00:00.000Z
End: 2027-04-23T08:45:00.000Z

Natural hazards, extreme weather, public health emergencies and geopolitical conflict can disrupt tourism infrastructure and local livelihoods with little warning. This webinar connects preparedness, service continuity and marketing across the periods before, during and after a crisis. It argues that recovery should involve more than reopening facilities or restoring visitor numbers. The session will examine whether reconstruction reduces established vulnerabilities, protects affected groups and strengthens the capacity of destinations to respond to future disruption.

Panellists will discuss hazard planning, operational dependencies, backup capacity, financial protection for small businesses and support for displaced workers. The discussion will consider how services can adapt while maintaining safety, accessibility and reliable information. It will also examine the timing and content of destination marketing during recovery. Promotional activity can support livelihoods, but premature campaigns may minimise continuing harm, compete with local needs or invite visitors before essential services and communities are ready.

Participants will learn to assess recovery plans through clear responsibilities, evidence of readiness and the distribution of resources. They will consider how to identify critical services, establish communication thresholds and monitor both economic and social recovery. The webinar will also address community participation and the need to document lessons before institutional attention moves elsewhere. Delegates will leave with a framework for determining whose resilience has improved, which risks remain and whether recovery investment creates a safer and more equitable destination rather than restoring fragile conditions that existed before the crisis. This approach connects immediate recovery decisions with continuing public learning and future preparedness.

Building back better: Destination resilience, service experience and marketing in the face of crisis

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