Industry Crisis Response

This page has been developed to help industry manage and develop a crisis response plan in relation to a serious event – perceived or real – that has the potential to impact negatively on the desirability or reputation of the Bundaberg North Burnett Region as a tourist destination in the immediate or short-term. 

BT will alert members via email to the necessary tourism information and actions to be taken if a weather event is likely to impact our region.

TROPICAL CYCLONE ALFRED RESPONSE RESOURCES

Following Tropical Cyclone Alfred in March 2025, Bundaberg Tourism have compiled resources for industry who may have been affected.
View these here

USEFUL WEBSITE & CONTACT INFORMATION

SOCIAL MEDIA TIPS

The following tips are to assist the tourism industry on responding to a wet weather day, reef-trip cancellation, crisis or disaster.

• Review Your Content
  Check your upcoming scheduled Facebook and Instagram posts, removing or rescheduling to a later date anything - that seems odd in the current circumstances. For example, beautiful blue skies during a major rain event. This should also extend to any META advertising you have in market.

• Consider Your Guests
  Respond to all consumer requests received via social media in a positive manner without straying from the facts. Your guests may be disappointed at the change in plans, but keep a cool, calm head when you are posting or responding to anyone. You want them to return to the region at a later date!

• Stick To What You Do Best
  Remember your core business - keep your social content relevant and respectful. If you want to provide information for guests about a situation, refer them to relevant authority rather than creating your own posts. Don't blame or shame - keep your personal opinions off your business page.

• Wet Weather Alternatives Promote wet weather activities for visitors in town during unexpected weather events.

Examples of positive responses to frustrated/disappointed consumers:

"We understand that the weather has put a dint in your holiday plans but we have a number of amazing wet weather activities on offer. Why not check them out here."

"We understand you are frustrated that your booking was cancelled due to the current/upcoming weather event, we're sad we didn't get to to see you too! When you're ready we are more than happy to refund you or change your booking to another date."

MESSAGING & COMMUNICATION TIPS

In the wake of a weather event or crisis, clear and confident communication is key to maintaining visitor confidence and minimizing cancellations. Here’s how you can keep guests informed, plan ahead, and encourage them to return when the time is right:

• Facts & People First
  Start with the facts. Verify incident information details, assess the impact, and prioritize the wellbeing of your staff and guests - our people and your people always come first.

• Stay Connected with BT
  We're here to support you. Contact BT for advice on how to handle the incident and align messaging with industry partners, enforcing one unified voice and message. BT is ready to support operators to prepare for, respond to and recover from a weather or crisis event. This includes helping you manage media and communication responses, giving advice on liaising with key stakeholders, and provide advise on recovery steps to keep visitors informed and confident in returning.

• Keep Calm & Lead with Confidence
  Bundaberg’s tourism industry is strong, adaptable, and well-prepared for challenges. Staying calm and measured helps reinforce trust with visitors, media, and industry partners, showcasing that we’re in control and ready to welcome guests when the time is right.

 ROLE OF BT

Before, during, and after a crisis, BT provides the support, guidance, and leadership needed to navigate a crisis together with industry to ensure the region remains a resilient and welcoming destination. Our role is to: 

• Prepare, Respond, & Recover
  Oversee crisis management preparation, response and recovery activities for the region's tourism industry.

• Be A Trusted Conduit
  Act as a conduit between local and regional disaster management groups/agencies and the tourism industry.

• Plan Ahead
  Implement crisis management planning before an event; and practice relevant plans.

• Lead Response Efforts
  Lead a tourism crisis response process after a warning is issued by the relevant emergency services.

• Support & Advocate
  Manage hot regional tourism issues to help reduce the impact on the region's tourism industry.

• Collaborate for Recovery
  Guide and co-ordinate all crisis management activities for the region's tourism industry in conjunction with Tourism and Events Queenland (TEQ), Local Disaster Management Groups, and other stakeholders including QTIC, the Department of Innovation, Tourism, and Sport, Great Barrier Reef Marine Park Authority and emergency services organisations.

• Lead Recovery Communications and Marketing
  Lead tourism recovery and implement a regional communications and marketing strategy to ensure visitors will return when it is safe to do so.

BT will alert members via email to the necessary tourism information and actions to be taken if a weather event is likely to impact our region.