Incident management in the travel and hospitality industry is crucial as IT downtime can lead to significant disruptions, affecting client-end and provider-end booking systems, on-site services, security, and support service scheduling. Failures in these systems can result in immediate business losses, damage to reputation, and long-term customer dissatisfaction, as travelers tend to share their negative experiences widely. Moreover, IT breakdowns in modern internet-based companies like Uber and Airbnb can be particularly damaging due to their heavy reliance on technology. To mitigate these risks, having a robust incident management system with components such as monitoring and analytics, responsive alert systems, and effective damage control is essential. These systems help detect and respond to IT failures swiftly, limiting potential damage and even turning them into opportunities to showcase the company's commitment to customer care. While preventing IT failures entirely is unrealistic, a well-structured incident management framework can significantly reduce their impact.