Resilience is the edge. The travel brands that prepare early protect customers, revenue, trust, and growth when others are caught off guard.
Let’s be honest: COVID-19 was not a “once-in-a-lifetime” event.
WHO and global modelling show the next major infectious outbreak is a when, not an if. And after watching the industry lose over $320 billion in early 2020 alone, one thing is clear:
Travel brands can’t afford to be surprised twice.
At Imgos, we spend a lot of time studying traveller behaviour, supply chains, and operational weak points. If there’s one lesson from 2020–2024, it’s this:
👉 Resilience beats recovery. The companies that planned ahead didn’t just survive; they came back faster, stronger, and more trusted.
Here’s the practical playbook we’re sharing with partners as we head into a more unpredictable decade.
1. Build Scenarios, Not Assumptions
During COVID, demand didn't just drop — it fractured. Domestic travel rebounded early, long-haul took years. Leaders who planned multiple scenarios (mild, moderate, severe) were able to pivot pricing, staffing, and routes faster.
What to do now:
Create a 3-tier pandemic response plan with clear triggers
Stress-test revenue at –30%, –60%, –90%
Define “no regret” moves you can activate in 48 hours
2. Protect Liquidity Like a Core Asset
A pandemic doesn’t just hit bookings — it hits cashflow. The businesses that stayed afloat weren’t the biggest; they were the most liquid.
Smart preparation looks like:
Securing a 3–6 month runway (SMEs) or 6–12 months (larger operators)
Negotiating flexible credit lines before you need them
Revisiting insurance and exploring parametric cover options
3. Redesign Policies for Flexibility, Not Damage Control
The fastest way to lose customer trust in a crisis? Slow refunds and rigid cancellation rules. Travelers now expect transparent, flexible, automated options.
Action steps:
Offer tiered cancellation products (flexi, credit-backed, non-refundable)
Automate refunds and credit issuance — no manual chaos
Align T&Cs with suppliers so you’re not trapped with fixed costs
4. Treat Health Protocols as Operational Strategy
This is bigger than sanitizers. It’s about early detection, clear communication, and operational continuity.
What leading brands are doing:
Integrating WHO and national health alerts into daily ops
Setting playbooks for screenings, ventilation standards, and testing partnerships
Training teams on fast transitions between “normal” and “heightened” operations
5. Automate What Breaks First: Service & Support
Every pandemic spikes customer queries, refund requests, and itinerary changes. Manual processes collapse under volume.
Your future-proof stack:
AI chat support that handles first-line queries
Automated refund workflows
Contactless check-in, boarding, and on-site service
6. Diversify Your Supply Chain
One supplier goes down → your entire operation stalls. The aviation sector, tour operators, and hotels all suffered from single points of failure during COVID.
What to implement:
Backup suppliers in different regions
Critical inventory buffers
Pre-approved emergency sourcing contracts
7. Communicate Like Trust Depends on It — Because It Does
The companies that regained travellers first? The ones who communicated early, clearly, and consistently.
Your playbook should include:
Pre-written crisis messages for customers, staff, regulators
A 1-hour response SLA for public updates
Transparent next steps, not “wait and see” messaging
If we’ve learned anything since 2020, it’s this:
You can’t control pandemics, but you can control preparedness.
And the companies that prepare early will:
✔ Lose less revenue
✔ Protect staff and travellers
✔ Restart faster
✔ And gain market share while others scramble
At Imgos, we help our partners to build tools that help automate resilience—from smarter passenger intent signals to flexible experience packaging and communication support. As a travel-tech startup with years of hands-on experience delivering robust solutions for operators of all sizes, we build platforms that don’t just sell travel—they adapt, scale, and endure.
If you want to turnkey a tech stack that can weather storms — pandemic or otherwise — and still deliver bookings, trust, and growth, Imgos is the partner to call.
Let’s build travel solutions that aren’t just for “good times,” but built for any time.
Let’s be honest: COVID-19 was not a “once-in-a-lifetime” event.
WHO and global modelling show the next major infectious outbreak is a when, not an if. And after watching the industry lose over $320 billion in early 2020 alone, one thing is clear:
Travel brands can’t afford to be surprised twice.
At Imgos, we spend a lot of time studying traveller behaviour, supply chains, and operational weak points. If there’s one lesson from 2020–2024, it’s this:
👉 Resilience beats recovery. The companies that planned ahead didn’t just survive; they came back faster, stronger, and more trusted.
Here’s the practical playbook we’re sharing with partners as we head into a more unpredictable decade.
1. Build Scenarios, Not Assumptions
During COVID, demand didn't just drop — it fractured. Domestic travel rebounded early, long-haul took years. Leaders who planned multiple scenarios (mild, moderate, severe) were able to pivot pricing, staffing, and routes faster.
What to do now:
Create a 3-tier pandemic response plan with clear triggers
Stress-test revenue at –30%, –60%, –90%
Define “no regret” moves you can activate in 48 hours
2. Protect Liquidity Like a Core Asset
A pandemic doesn’t just hit bookings — it hits cashflow. The businesses that stayed afloat weren’t the biggest; they were the most liquid.
Smart preparation looks like:
Securing a 3–6 month runway (SMEs) or 6–12 months (larger operators)
Negotiating flexible credit lines before you need them
Revisiting insurance and exploring parametric cover options
3. Redesign Policies for Flexibility, Not Damage Control
The fastest way to lose customer trust in a crisis? Slow refunds and rigid cancellation rules. Travelers now expect transparent, flexible, automated options.
Action steps:
Offer tiered cancellation products (flexi, credit-backed, non-refundable)
Automate refunds and credit issuance — no manual chaos
Align T&Cs with suppliers so you’re not trapped with fixed costs
4. Treat Health Protocols as Operational Strategy
This is bigger than sanitizers. It’s about early detection, clear communication, and operational continuity.
What leading brands are doing:
Integrating WHO and national health alerts into daily ops
Setting playbooks for screenings, ventilation standards, and testing partnerships
Training teams on fast transitions between “normal” and “heightened” operations
5. Automate What Breaks First: Service & Support
Every pandemic spikes customer queries, refund requests, and itinerary changes. Manual processes collapse under volume.
Your future-proof stack:
AI chat support that handles first-line queries
Automated refund workflows
Contactless check-in, boarding, and on-site service
6. Diversify Your Supply Chain
One supplier goes down → your entire operation stalls. The aviation sector, tour operators, and hotels all suffered from single points of failure during COVID.
What to implement:
Backup suppliers in different regions
Critical inventory buffers
Pre-approved emergency sourcing contracts
7. Communicate Like Trust Depends on It — Because It Does
The companies that regained travellers first? The ones who communicated early, clearly, and consistently.
Your playbook should include:
Pre-written crisis messages for customers, staff, regulators
A 1-hour response SLA for public updates
Transparent next steps, not “wait and see” messaging
If we’ve learned anything since 2020, it’s this:
You can’t control pandemics, but you can control preparedness.
And the companies that prepare early will:
✔ Lose less revenue
✔ Protect staff and travellers
✔ Restart faster
✔ And gain market share while others scramble
At Imgos, we help our partners to build tools that help automate resilience—from smarter passenger intent signals to flexible experience packaging and communication support. As a travel-tech startup with years of hands-on experience delivering robust solutions for operators of all sizes, we build platforms that don’t just sell travel—they adapt, scale, and endure.
If you want to turnkey a tech stack that can weather storms — pandemic or otherwise — and still deliver bookings, trust, and growth, Imgos is the partner to call.
Let’s build travel solutions that aren’t just for “good times,” but built for any time.
Let’s be honest: COVID-19 was not a “once-in-a-lifetime” event.
WHO and global modelling show the next major infectious outbreak is a when, not an if. And after watching the industry lose over $320 billion in early 2020 alone, one thing is clear:
Travel brands can’t afford to be surprised twice.
At Imgos, we spend a lot of time studying traveller behaviour, supply chains, and operational weak points. If there’s one lesson from 2020–2024, it’s this:
👉 Resilience beats recovery. The companies that planned ahead didn’t just survive; they came back faster, stronger, and more trusted.
Here’s the practical playbook we’re sharing with partners as we head into a more unpredictable decade.
1. Build Scenarios, Not Assumptions
During COVID, demand didn't just drop — it fractured. Domestic travel rebounded early, long-haul took years. Leaders who planned multiple scenarios (mild, moderate, severe) were able to pivot pricing, staffing, and routes faster.
What to do now:
Create a 3-tier pandemic response plan with clear triggers
Stress-test revenue at –30%, –60%, –90%
Define “no regret” moves you can activate in 48 hours
2. Protect Liquidity Like a Core Asset
A pandemic doesn’t just hit bookings — it hits cashflow. The businesses that stayed afloat weren’t the biggest; they were the most liquid.
Smart preparation looks like:
Securing a 3–6 month runway (SMEs) or 6–12 months (larger operators)
Negotiating flexible credit lines before you need them
Revisiting insurance and exploring parametric cover options
3. Redesign Policies for Flexibility, Not Damage Control
The fastest way to lose customer trust in a crisis? Slow refunds and rigid cancellation rules. Travelers now expect transparent, flexible, automated options.
Action steps:
Offer tiered cancellation products (flexi, credit-backed, non-refundable)
Automate refunds and credit issuance — no manual chaos
Align T&Cs with suppliers so you’re not trapped with fixed costs
4. Treat Health Protocols as Operational Strategy
This is bigger than sanitizers. It’s about early detection, clear communication, and operational continuity.
What leading brands are doing:
Integrating WHO and national health alerts into daily ops
Setting playbooks for screenings, ventilation standards, and testing partnerships
Training teams on fast transitions between “normal” and “heightened” operations
5. Automate What Breaks First: Service & Support
Every pandemic spikes customer queries, refund requests, and itinerary changes. Manual processes collapse under volume.
Your future-proof stack:
AI chat support that handles first-line queries
Automated refund workflows
Contactless check-in, boarding, and on-site service
6. Diversify Your Supply Chain
One supplier goes down → your entire operation stalls. The aviation sector, tour operators, and hotels all suffered from single points of failure during COVID.
What to implement:
Backup suppliers in different regions
Critical inventory buffers
Pre-approved emergency sourcing contracts
7. Communicate Like Trust Depends on It — Because It Does
The companies that regained travellers first? The ones who communicated early, clearly, and consistently.
Your playbook should include:
Pre-written crisis messages for customers, staff, regulators
A 1-hour response SLA for public updates
Transparent next steps, not “wait and see” messaging
If we’ve learned anything since 2020, it’s this:
You can’t control pandemics, but you can control preparedness.
And the companies that prepare early will:
✔ Lose less revenue
✔ Protect staff and travellers
✔ Restart faster
✔ And gain market share while others scramble
At Imgos, we help our partners to build tools that help automate resilience—from smarter passenger intent signals to flexible experience packaging and communication support. As a travel-tech startup with years of hands-on experience delivering robust solutions for operators of all sizes, we build platforms that don’t just sell travel—they adapt, scale, and endure.
If you want to turnkey a tech stack that can weather storms — pandemic or otherwise — and still deliver bookings, trust, and growth, Imgos is the partner to call.
Let’s build travel solutions that aren’t just for “good times,” but built for any time.
Let’s be honest: COVID-19 was not a “once-in-a-lifetime” event.
WHO and global modelling show the next major infectious outbreak is a when, not an if. And after watching the industry lose over $320 billion in early 2020 alone, one thing is clear:
Travel brands can’t afford to be surprised twice.
At Imgos, we spend a lot of time studying traveller behaviour, supply chains, and operational weak points. If there’s one lesson from 2020–2024, it’s this:
👉 Resilience beats recovery. The companies that planned ahead didn’t just survive; they came back faster, stronger, and more trusted.
Here’s the practical playbook we’re sharing with partners as we head into a more unpredictable decade.
1. Build Scenarios, Not Assumptions
During COVID, demand didn't just drop — it fractured. Domestic travel rebounded early, long-haul took years. Leaders who planned multiple scenarios (mild, moderate, severe) were able to pivot pricing, staffing, and routes faster.
What to do now:
Create a 3-tier pandemic response plan with clear triggers
Stress-test revenue at –30%, –60%, –90%
Define “no regret” moves you can activate in 48 hours
2. Protect Liquidity Like a Core Asset
A pandemic doesn’t just hit bookings — it hits cashflow. The businesses that stayed afloat weren’t the biggest; they were the most liquid.
Smart preparation looks like:
Securing a 3–6 month runway (SMEs) or 6–12 months (larger operators)
Negotiating flexible credit lines before you need them
Revisiting insurance and exploring parametric cover options
3. Redesign Policies for Flexibility, Not Damage Control
The fastest way to lose customer trust in a crisis? Slow refunds and rigid cancellation rules. Travelers now expect transparent, flexible, automated options.
Action steps:
Offer tiered cancellation products (flexi, credit-backed, non-refundable)
Automate refunds and credit issuance — no manual chaos
Align T&Cs with suppliers so you’re not trapped with fixed costs
4. Treat Health Protocols as Operational Strategy
This is bigger than sanitizers. It’s about early detection, clear communication, and operational continuity.
What leading brands are doing:
Integrating WHO and national health alerts into daily ops
Setting playbooks for screenings, ventilation standards, and testing partnerships
Training teams on fast transitions between “normal” and “heightened” operations
5. Automate What Breaks First: Service & Support
Every pandemic spikes customer queries, refund requests, and itinerary changes. Manual processes collapse under volume.
Your future-proof stack:
AI chat support that handles first-line queries
Automated refund workflows
Contactless check-in, boarding, and on-site service
6. Diversify Your Supply Chain
One supplier goes down → your entire operation stalls. The aviation sector, tour operators, and hotels all suffered from single points of failure during COVID.
What to implement:
Backup suppliers in different regions
Critical inventory buffers
Pre-approved emergency sourcing contracts
7. Communicate Like Trust Depends on It — Because It Does
The companies that regained travellers first? The ones who communicated early, clearly, and consistently.
Your playbook should include:
Pre-written crisis messages for customers, staff, regulators
A 1-hour response SLA for public updates
Transparent next steps, not “wait and see” messaging
If we’ve learned anything since 2020, it’s this:
You can’t control pandemics, but you can control preparedness.
And the companies that prepare early will:
✔ Lose less revenue
✔ Protect staff and travellers
✔ Restart faster
✔ And gain market share while others scramble
At Imgos, we help our partners to build tools that help automate resilience—from smarter passenger intent signals to flexible experience packaging and communication support. As a travel-tech startup with years of hands-on experience delivering robust solutions for operators of all sizes, we build platforms that don’t just sell travel—they adapt, scale, and endure.
If you want to turnkey a tech stack that can weather storms — pandemic or otherwise — and still deliver bookings, trust, and growth, Imgos is the partner to call.
Let’s build travel solutions that aren’t just for “good times,” but built for any time.
