When a passenger was physically and brutally dragged from his seat aboard United Airlines’s flight 3411 earlier this week – and when the footage of this scene went viral around the globe – the airline’s crisis response was shameful on multiple levels.
This is a terrible situation for any organization to find itself in, but to make matters worse, United showed no semblance of compassion or remorse for their abused customer and, as a result (so far at the time of this writing), the Internet is going crazy against the airline and United’s Chinese market is cutting up their United Mileage cards in anger.
In this week’s #CRISISREADY video, I evaluate United’s terrible response to this crisis and provide important tips to help you make sure you never find yourself repeating the airline’s crisis management fail. Take a look:
Update, evening of April 11th, 2017: United’s CEO, Oscar Munoz, finally issued a real apology this evening. And it’s well done. Now let’s hope they commit to the change they’ve promised.
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