Airline communication message strategies during crisis

PurposeThis study aims to assess how airline companies can frame their message strategies given the effects of the COVID-19 pandemic. Design/methodology/approachMessage forms used in empirical tests included message framings, regulatory focuses and benefit types. A total of 450 participants were recruited through an online survey. FindingsPromotion-focused behavioral intention was more effective when personal economic benefit was negatively framed. However, prevention-focused behavioral intention was more effective where social benefit was positively framed. The results were moderated by personal traits such as the level of perceived COVID-19 threat. Originality/valueThe findings of this study can help create new communication strategies during risky or critical situations.