Reflections from our recent Risk, Safety and Crisis Management Seminar.
At this year’s Sanderson Phillips Risk, Safety and Crisis Management Seminar, one session stood out for its unique blend of experience. With four decades in the travel industry, SP Risk and Crisis Consultant John Telfer has not only witnessed profound change – he’s been at the centre of it.
In a conversation that was as much about resilience as it was about evolution, John took the audience on a journey through the major events that have tested the travel industry over the last 40 years – from geopolitical unrest and natural disasters, to pandemics and shifting regulatory landscapes.
One of John’s core messages was that crisis is inevitable, but chaos is optional. He recounted how early responses to events such as SARS, and 9/11 reshaped how the industry thinks about preparedness. What emerged wasn’t just stronger systems, but stronger relationships – between operators, suppliers, and communities.
John also spoke to the critical importance of having a plan – not just reacting quickly but evolving thoughtfully. He urged businesses not to fear change, but to embed it into their culture. The most enduring organisations, he argued, are those that have built empathy and care for people into their core, enabling them to pivot without losing their values.
It was a timely reminder for all of us working in travel risk, crisis management and sustainability: true resilience isn’t rigid – it bends, learns, and grows.
As specialists in sustainable and responsible travel practices, we left the session reminded that experience is a powerful teacher – but only if we share its lessons. John’s reflections offer a valuable roadmap for our partners and clients: prepare thoroughly, lead calmly, and always put people at the heart of every decision.
As we look ahead to the next 40 years of travel what is John’s key message? Let’s keep building systems that protect not just businesses, but also the people, places, and cultures that make travel meaningful.