Tag Archives: United Airlines

Another United PR Disaster: You Can’t Make This Up!

18 Apr

After its recent public relations nightmare, when it forcibly removed a passenger from a seat due to overbooking (overloading)  and dragged him from his seat, you would think that United Airlines would have learned its lesson. Social media and TV reports skewered United for its actions. Just this one video received more than 3.6 million views in a single week after the incident.
 

 
As a result of the continuing social media barrage — and after several PR missteps, United’s CEO finally issued a more consumer-oriented message to the public. As reported by Brandon Morse for THE BLAZE:

“United CEO Oscar Munoz has stated that in light of the recent deplaning debacle [on April 9, 2017], United Airlines will no longer use police to remove passengers from planes. In an interview with Good Morning America, Munoz stated that he felt ‘ashamed’ over how passenger David Dao was forcibly removed from the flight, and promised to review his company’s passenger removal policy. According to United spokesperson Maddie King, the passengers who witnessed the incident of flight 3411 will be reimbursed for the price of their ticket [if they sign a waiver against suing]. This news comes on the heels of the announcement that two more officers that were involved in the incident have been put on leave.”

From Fox News:

“That is not who our family at United is,” Munoz said. “This will never happen again on a United flight. That’s my promise.” In the future, law enforcement will not be involved in removing a “booked, paid, seated passenger,” Munoz said. “We can’t do that.”

So did CEO Munoz really mean what he said? You decide! On April 15, 2017, less than one week after the above incident, United removed two passengers on the way to their wedding. NPR’s Doreen McCallister reports that: “A couple flying to Costa Rica for their wedding were removed from a United Airlines flight in Houston on Saturday. The incident happened nearly a week after a video showing a passenger being dragged off a Chicago-to-Louisville flight went viral. Michael Hohl and Amber Maxwell are scheduled to get married on Thursday.
 
Here’s a video clip from USA Today on this latest incident.
 

 
More!! The parodies of United Airlines are brutal. Here’s one example (recorded before the wedding couple incident).
 

 

Bouncing Back After Social Media Fiascos

28 Mar

As Kevin Allen writes for PR Daily: “It seems like every day we could report on another PR crisis hitting some unfortunate brand. But what’s the real effect of these crises, and how long do they typically last? Social media monitoring company SDL took a look at three brands that faced a PR crisis since social media has become ubiquitous — United, Nestle, and Dominos — to find out how long it took each to recover. The results are compiled in the infographic below. As you can see, it took some (Nestle) longer than others to recover its positive online sentiment. But hey — at least they all recovered.”

Take a look at the infographic published by Entrepreneur.

 

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