Table 2.

Keywords selected for coding according to SCCT.

SCCT Response Clusters	Strategies	Keywords
Instructing and adjusting information		flight update, attention to passenger on flight, cancellation, safety, HEPA, masks, disinfection
Deny	Scapegoat	due to COVID-19, because of COVID-19, due to government restrictions
Diminish	Justification	thank you for your understanding, patience, high volume of requests, customer service,
Rebuild	Apology	Apology, we are sorry
	Compensation	Voucher, refund, rebook, free change, flexible booking option
Bolster	Ingratiation	thank you, clapping for our carers, in collaboration with, in coordination, together with, organized with, repatriation, medical supply, cargo flight
	Reminder	always have been
	Victimage	Grounded, waiting for you, we look forward to seeing you again soon