Prohibition

DECEMBER 9, 2021

Will your customer service team receive an increased amount of calls, what about your website and social media channels? Your social media team might already have something for responding to customer service issues. It should be someone with authority to speak on what has happened. Who is monitoring those?

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Prohibition

DECEMBER 17, 2021

United Airlines initially maintained that its decision to remove the passenger was justified. Through those events and subsequent discussions, it became clear that United Airlines’ policies surrounding overbooking flights and situations involving non-compliant passengers (as well as their customer service) required significant improvement.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Cision

MAY 25, 2017

Whether it’s a United Airlines employee following an archaic policy to “reaccommodate passengers” or a worker reaching out to go above and beyond, a brand is burned into our psyche by the story we experience at the hands of the employees. A brand is made up of the people who represent it.

Employee 129

Employee Brand Branding Policies 129