article_snippet: The scale of the event greatly exceeded everyone’s expectations .
article_snippet: For many the scenes of chaos didn't pay off.
article_snippet: ‘The exact form of it may evolve in 2015, but at least this time we have a precedent and time to develop strategies to ensure the Christmas peak runs as efficiently as possible.
article_snippet: The key points for industry to address are around how to smooth out the spike –
highlights_snippet: Expectations must be managed and crowds tamed for success this year .