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United Airlines, What Were You Thinking?

Melissa Agnes

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. The post United Airlines, What Were You Thinking?

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American Airlines Soars Through A Potential Crisis

ImPRessions - Crenshaw Communications

At least one company learned something about PR and reputation from the United Airlines fiasco earlier this month. This time it was a scuffle between an American Airlines flight attendant and a passenger who had tried to put a stroller in the overhead compartment. This is how it’s done.

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TCIP #016 – Malaysia Airlines Crisis Management with Jonathan Hemus

Melissa Agnes

Malaysia Airlines has suffered through two devastating and traumatic crises this year. These are two major crises, ultimate nightmares for any airline, and Malaysia Airlines faced both within months from one another. How culture, both organizational and national, impacted Malaysia Airlines’s crisis communication.

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United Flies Into Another PR Storm

ImPRessions - Crenshaw Communications

The video, which went viral by Monday morning after being posted on Facebook by another passenger, is plenty disturbing. As of midday Monday, the airline had issued the following statement. According to other passengers on the flight, the airline said it needed four seats to fly its own employees to Louisville.

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2017 Crisis Management That (Mostly) Worked

ImPRessions - Crenshaw Communications

Southwest Airlines’ soft landing. Everyone recalls the PR fiasco United Airlines experienced in April when footage of a dazed and bloodied passenger being dragged from his seat went viral. But consider how Southwest Airlines handled a tricky passenger situation in September. Well handled.

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Preparing for a Hard Landing: Today’s Crisis PR 101

Reputation Us

This week’s United Airlines incident has by far created the most inquiries from people asking me, “What would you recommend United do now?” The speed and “viralness” of this week’s news puts the importance of prompt communication at the forefront. Good grief! CRISIS IDENTIFICATION PROCESS.

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Smart PR Helps Spread Good News

ImPRessions - Crenshaw Communications

Emotions layered with happiness make up the majority of top drivers of viral content. The ultimate feel-good story: a baby was born mid-flight on Spirit Airlines. Best of all was the airline’s quick PR thinking as it announced that young Christoph Lezcano will fly free every year on his birthday for life.

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