Heathrow Crisis: How The PC Agency’s global expertise for reputation management was in demand once again
The Situation
March 21, 2025, witnessed one of the most significant crises in recent UK aviation history: a devastating fire at the North Hyde electrical substation near Heathrow Airport, which caused an 18-hour closure of Europe’s busiest airport. The fire, which broke out just before midnight, led to a massive power outage, grounding over 1,300 flights and affecting around 200,000 passengers worldwide. The incident not only caused significant disruption but also raised alarming questions about the resilience of the UK’s critical infrastructure.
The Impact
In the immediate aftermath, the closure of Heathrow created a ripple effect across the global travel industry. Airlines were forced to cancel or divert flights, with financial losses quickly escalating to millions. As public frustration mounted and questions about Heathrow’s contingency planning were raised, media outlets searched for expert commentary to help their audiences understand the scope and implications of the crisis.
That’s when our most senior aviation expert Paul Charles, CEO of The PC Agency, emerged again as the go-to expert in the crisis communications space.
The Response
Paul’s quick thinking, deep expertise, and steady presence in front of the media were critical in shaping the public narrative around the Heathrow crisis. Over the course of the weekend, he gave 42 interviews, providing clarity to journalists and offering in-depth analysis on the crisis’s potential long-term impact on the aviation sector.
As one of the most trusted voices in the industry, Paul’s commentary helped both the media and the public understand the broader implications of the event. From discussing the immediate financial fallout to addressing concerns about the UK’s energy infrastructure, his insights were featured in leading international outlets including Reuters, The Guardian, Al-Jazeera, CNN, Sky News and BBC News.
In one of his standout interviews with Reuters, also syndicated to The Guardian, Paul said:
“Heathrow is such a vital piece of the UK’s infrastructure that it should have fail-safe systems.”
This statement resonated across the industry, sparking broader conversations about the need for enhanced resilience in critical national infrastructure.
In addition to high-profile interviews, Paul made his expertise available through LinkedIn, sharing key thoughts on the crisis’s unfolding nature, offering real-time analysis, and engaging directly with his audience. His posts reflected both the urgency of the situation and his deep understanding of the sector, as demonstrated in his commentary:
“The Heathrow debacle has turned into a public slanging match between the airport and National Grid… a leader in a crisis should be visible and decisive during the first hour of that crisis, not apparently going to sleep.”
The Importance of Crisis Communication
What truly set Paul apart during this crisis was not just his ability to provide immediate insight, but his profound understanding of what it means to lead in a crisis. In times of uncertainty, it’s not only about what you know, but how you communicate it. As Heathrow struggled with its own response to the fire, Paul’s steady, clear voice was a beacon of expertise during the uncertainty.
His coverage helped to clarify the technical aspects of the incident for the media, while also addressing the more complex issues of corporate reputation, crisis management, and public accountability. Through his media presence, Paul demonstrated that a well-prepared, calm, and knowledgeable communicator can cut through the chaos of a crisis to provide invaluable clarity.
The Aftermath
As the weekend progressed, Paul’s continued media presence reinforced The PC Agency’s reputation as the go-to consultancy for handling complex, high-profile crises. Not only did Paul’s commentary help journalists navigate a rapidly evolving situation, but his insights also brought attention to broader systemic issues that needed to be addressed.
The incident eventually led to a government investigation into the resilience of critical infrastructure, as well as discussions around improving contingency measures at major airports. While these conversations were ongoing, Paul’s analysis continued to inform both media coverage and public discourse, positioning him as a trusted voice in the industry.
When your reputational position is under pressure, having a trusted communications partner can make all the difference. Get in touch at hello@pc.agency to learn more about how we can help you build your own resilience and manage crises with confidence.
