ImPRessions - Crenshaw Communications

APRIL 25, 2017

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. Other companies, both within and outside of the airline industry, should take note. The post American Airlines Soars Through A Potential Crisis appeared first on Crenshaw Communications.

Airlines 126

Airlines Crisis Viral Crisis Management 126

Ronn Torossian

OCTOBER 18, 2016

Maybe it’s a step in the right direction, a down payment on paying it forward or an example of smart preparation, but some are saying the recent decision by major airlines to include so-called “fire containment” bags actually makes passengers feel less safe. The post Airlines adding “fire containment” bags appeared first on 5WPR CEO Ronn Torossian Founder's Blog.

Airlines 214

Airlines Mobile Examples Blogging 214

HMA Public Relations

MARCH 15, 2018

United Airlines has made headlines again—and not in a good way. Airline officials are calling United’s most recent blunder a “tragic accident" and now everyone is wondering how they plan on fixing it. The post United Airlines Dog Disaster appeared first on HMA Public Relations. Crisis Communications Featured Airplane Crisis Airplane Dog Flight Attendant Dog French Bulldog Public Relations Crisis Communications united airlines United Airlines Crisis United Airlines Dog

Airlines 43

Airlines Crisis Communications Crisis Communications 43

PR Daily

FEBRUARY 21, 2019

Southwest Airlines is scrambling to provide answers after a CBS report painted a dire picture for the airline’s daily operations. CBS reported : Southwest faces what its own managers call an operational state of emergency, due to an unusually high number of the airline’s Boeing 737s being taken out of service for maintenance. It doesn’t bode well for the safety of the airline.” The airline did not respond to Vox’s request for comment.) “At

Airlines 100

Airlines Transportation Engineering Report 100

Ishmael's Corner

APRIL 27, 2017

The post United Airline’s Latest Customer Letter Hits the Right Notes appeared first on Ishmael's Corner ~ Storytelling Techniques For Business Communications. The Art Of Storytelling In Business Communications And Public Relations. Techniques For Effective Business Communications. It’s easy to pile on United. More than the mistakes, it’s the type of mistakes, lacking that quality known as common sense.

Airlines 60

Airlines Storytelling Customer Service Brand 60

PR Daily

MAY 20, 2020

Read on for the airline’s tips to make your storytelling soar—even during turbulent times. If you’re struggling to achieve meaningful social media liftoff, Southwest Airlines is a terrific source for storytelling fuel. Hubbard , spokesman for Southwest Airlines, shared timeless lessons and practical solutions for communicators eager to break through the noise at PR Daily’s Media Relations and Measurement Virtual Conference on Friday, May 15.

Airlines 81

Airlines Customer Service Storytelling Viral 81

PR Daily

JULY 7, 2015

airlines colluded to keep prices high and availability low. In a message to American Airlines employees, CEO Doug Parker writes, “On behalf of your entire leadership team, let me be crystal clear: there has been no illegal behavior on the part of American Airlines. An ongoing Justice Department investigation seeks to learn whether several U.S. One of those carriers, American, is responding.

Airlines 114

Airlines Travel Leadership Employee 114

PR Daily

MARCH 28, 2019

WOW Airlines, the discount provider based in Reykjavik, Iceland, closed up shop overnight, leaving stranded passengers to mutter its name in frustration. The airline had been in talks with rival Icelandair and equity partners to find new capital, but talks fell through and the news was abruptly announced that the airline would cease operations. Passengers were stranded in both North America and Europe, and the airline had little comfort to offer them.

Airlines 121

Airlines Travel Tourism Report 121

Presspage

DECEMBER 15, 2017

Frontier is an airline with over 300 daily flights to over 80 destinations in the US, Canada, Dominican Republic and Mexico. Like many other PR departments, the folks at the Denver based airline spent many hours servicing media inquiries manually as journalists found it difficult to find the digital assets and press releases from its native newsroom archives. NewClient,Frontier Airlines,Aviation

Airlines 81

Airlines Corporate Digital PR Media 81

Communications Conversations

MARCH 19, 2015

I mean, we’ve seen negative comments about airlines before, but NOTHING like this (outside of maybe Comcast in the past). What they DO care about is staying true to who they are (the bare-bones airline operation offering the lowest fares around) and making money. They orchestrated an “Unleash the Hate” survey where they actually asked customers and potential customers what they HATE about airlines (not just Spirit). Look no further than Spirit Airlines.

Airlines 97

Airlines Reputation Case Study Brand 97

Sword and the Script

MAY 5, 2015

For a mere eighty-eight additional dollars, the airline was kind enough to reassign us in a row together. The airlines are counting on it, indeed, I’d contend airlines, including Delta, prey on such emotions to separate a few more dollars from the consumer wallet. Other Airlines Prey on Parent Emotions Too. Delta isn’t the only airline that will book a young child or a toddler several rows away from a parent or guardian. Airline customer must be regulated.

Airlines 131

Airlines Travel Customer Service Policies 131

Melissa Agnes

APRIL 11, 2017

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?

Airlines 140

Airlines Crisis Management Crisis Viral 140

PR Daily

JANUARY 5, 2015

Next time you’re looking for a case study in crisis communications, think of 2014 and two airlines with very different approaches. Malaysia Airlines suffered two separate disasters over the course of the year. AirAsia and Malaysia Airlines took two very different approaches in the days after these disasters, and Malaysia Airlines in particular didn’t exactly help its cause in the months following.

Airlines 131

Airlines Crisis Government Crisis Communications 131

PR Daily

AUGUST 6, 2018

American Airlines has a problem with cellos. The airline removed a Chicago-bound cellist and her $30,000 instrument after changing its mind about the appropriateness of carrying the large instrument on a Boeing 737 aircraft. The airline does allow oversized instruments to fly in the cabin, provided they have their own seat and meet certain weight limitations. The airline insists he was signaling to ground staff that there were now two free seats on the plane.

Airlines 95

Airlines Travel Guidelines Hotels 95

PR Daily

MARCH 23, 2015

We''ve seen negative comments about airlines and brands before, but nothing like this (outside of maybe Comcast). What they care about is staying true to who they are (the bare-bones airline offering the lowest fares) and making money. It orchestrated an "Unleash the Hate" survey that asked customers and potential customers what they HATE about airlines (not just Spirit). Spirit asks customers why they hate airlines like Spirit. Look no further than Spirit Airlines.

Airlines 131

Airlines Reputation Brand Branding 131

PR Daily

JUNE 2, 2015

Airlines have become a frequent target for social media hate, a new study finds. tapped Crimson Hexagon to analyze tweets about five major airlines, including United, American, Delta, Southwest and JetBlue. The results were about as expected for anyone who has been corralled into one of these airlines’ massively uncomfortable tubes or has spoken with one of their customer service representatives. This comes after the airline suffered a tragic 2014.

Airlines 131

Airlines Report Social Media Analysis 131

Media Bullseye

OCTOBER 16, 2017

From dragging passengers off planes, a pilot ranting about her divorce and the election , combative flight attendants , to throwing passengers off a flight over stowing a birthday cake , it has not been an impressive year for American airline carriers. Perhaps it is something in the air (pun intended), because at the end of September, Ireland-based low-cost carrier Ryanair entered the airline crisis maelstrom.

Airlines 63

Airlines Reputation Travel Customer Service 63

Mark My Words

MAY 11, 2017

BBC Radio Global, 10.04.17. Listen here. Mark Comments

Airlines 60

Airlines Radio 60

Mark My Words

MAY 11, 2017

Virgin Radio, 11.04.17. Listen here. Mark Comments

Airlines 60

Airlines Radio 60

Mark My Words

MAY 11, 2017

Talk Radio, 12.04.17. Listen here: Mark Comments

Airlines 60

Airlines Radio 60

Mark My Words

MAY 11, 2017

BBC Breakfast, 12.04.17. Listen here: Mark Comments

Airlines 60

Airlines 60

NewsWhip

MAY 30, 2019

The post How US airlines are driving engagement on the web and social appeared first on NewsWhip. […]. Brands Communications & PR

Airlines 85

Airlines Web Brand Branding 85

PR Daily

AUGUST 24, 2020

The airline is the first to extend its practice of blocking middle seats into next year. The post Facebook CMO steps down, Delta Airlines to block middle seats until 2021, and Netflix offers socially distanced ‘Stranger Things’ experience appeared first on PR Daily.

Airlines 119

Airlines Facebook Healthcare Travel 119

PR Daily

JULY 31, 2015

Though officials in charge of the search for wreckage of Malaysia Airlines flight MH370 are “increasingly confident” that they’ve found a part of the plane, the airline itself is keeping largely quiet. Malaysia Airlines seems to be waiting for official confirmation before making a statement. As of Friday morning, there’s nothing about the recent search in its online press room , nor has the airline posted any statuses about it to Facebook.

Airlines 121

Airlines Travel Facebook Agency 121

Return on Reputation

APRIL 11, 2017

I’ve worked with more than half a dozen airlines in my career, and a very wise, “elder statesman” of that business told me early in my career, “When you put an airplane somewhere it doesn’t belong, you’ve earned your spot as the lead story. Any airline faces this risk, and is only as good as the judgement of a single employee in a single moment. Airline horror stories are particularly prime for going viral because we can all relate to a bad travel experience.

Airlines 63

Airlines Policies Employee Travel 63

Agility PR Solutions

APRIL 2, 2020

Airline travel became one of the earliest industries to feel the sting of the coronavirus, and new research suggests it could he one of the last to recover. The latest targeted study from travel points and rewards firm Upgraded Points, based on questions given to airline travelers concerning the recent global pandemic, offers new insights […].

Airlines 65

Airlines Travel Industry Study 65

PR Daily

JANUARY 1, 2015

Malaysia Airlines has to be the least self-aware company on the planet. The airline said the post “was intended to inspire travellers to explore deals offered.” Malaysia Airlines (@MAS) November 28, 2014. In September, the airline offered another glaring lack of self-awareness when it launched a promotion called the “ My Ultimate Bucket List ,” which asked sweepstakes participants to tell the airline, “What and where would you like to tick off on your bucket list?”.

Airlines 131

Airlines Twitter Travel Social Media 131

PR Daily

MAY 23, 2018

based airlines have encountered large patches of rough PR air lately. American Airlines has adopted podcasting to communicate with its 122,000-plus employees, as well as with the public. CNBC published a story this week delving into the airline’s “Tell Me Why” podcast, which is knocking down walls between the traditionally siloed worlds of internal and external communication. Thanks to the airline’s podcast, now you know.

Airlines 93

Airlines Publicity Skype Policies 93

PR Daily

FEBRUARY 23, 2015

American Airlines faced heavy criticism for poorly communicating to hundreds of customers their bags never made it onto flights from Miami late last week. The conveyor system at Miami International Airport faced technical difficulties that resulted in eight hours worth of flights sans baggage, but travelers said the airline waited too long to relay the situation.

Airlines 127

Airlines System Communications Customer Service 127

PR Daily

SEPTEMBER 29, 2020

Japan Airlines announced that it’s removing the phrase, “ladies and gentlemen” from English in-flight announcements to promote inclusivity. ” Airlines such as Easy Jet and Air Canada have also removed the phrase from its announcements.

Airlines 91

Airlines Employee Travel Report 91

PR Daily

AUGUST 4, 2015

Delta You just became my favorite airline. Delta joins Air France, KLM, Iberia, IAG Cargo, Singapore Airlines and Qantas, all of which recently announced bans. In the wake of a national conversation around trophy hunting, Delta has announced that it will no longer ship rare animal carcasses. The ban includes lion, leopard, elephant, rhino and buffalo trophies.

Airlines 128

Airlines Transportation Policies Government 128

PR Daily

NOVEMBER 14, 2018

If it's true, it is beyond comprehension that Boeing did not tell the airline and pilots about this," said CNN aviation correspondent Richard Quest. He added that if important information hadn't been communicated to pilots, it would be a matter for aviation regulators, rather than individual airlines. Critics point to Boeing’s attempt to limit airlines’ transition costs—and stay competitive—as the reason it failed to impart crucial safety data.

Airlines 76

Airlines System Training Data 76

PR Daily

JUNE 9, 2015

While most businesses go out of their way to employ best practices in all areas of marketing and operations, Spirit Airlines somehow survives by employing some of the worst practices. While all other airlines have made it a point to show that real humans work on these accounts, Spirit goes out of its way to try to convince you that they use a robot to manage their Twitter account. “A

Customer Service 129

Customer Service Airlines Social Media Twitter 129

Melissa Agnes

SEPTEMBER 21, 2014

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. Faced with this utmost and devastating challenge, how did the airline fare in their crisis management and what lessons can you take away to strengthen your own organization’s crisis plan? Take a look at Malaysia Airlines’s YouTube strategy.

Airlines 173

Airlines Crisis Management Crisis Crisis Communications 173

PR Daily

AUGUST 26, 2020

American Airlines to lay off 19,000 employees. American Airlines counted more than 140,000 employees in March 2020, expecting to close out the year with less than 100,000 members of its workforce.

Fashion 89

Fashion Airlines YouTube Policies 89

PR Daily

SEPTEMBER 1, 2016

If you travel often, you probably also noticed how airlines are slightly less comfortable, far less efficient and significantly more expensive than your average city bus. Consider those elements and you’ll start to understand why American Airlines’ latest ad has sparked such controversy and debate. Social media users took to Twitter and voiced their criticism: Not happy flying crappy American Airlines? The ad is basically saying that American Airlines has the best customers.

Airlines 91

Airlines Consumer Travel Print 91

PR Daily

APRIL 17, 2017

In the wake of one of the worst PR disasters in United Airlines’ history, the airline is changing its policy on overbooking passengers. Immediately following its recent crisis—in which a passenger was forcibly removed after refusing to give up his seat—the airline said that it needed the seats to accommodate its commuting crew members. After no one volunteered, the airline’s crew chose seats at random to rebook on another flight. American Airlines.

Policies 71

Policies Airlines Transportation Crisis 71

Agility PR Solutions

JULY 16, 2018

Summertime is here—that’s right, time for vacation travelers to get ready for what they rightly assume will be forgettable airline experiences. The post 5 ways airlines can build stronger relationships to gain loyalty appeared first on Agility PR Solutions. With such a pathetic track record in customer satisfaction, what will it take for this industry to embrace some new CX tactics? New research from marketing CX firm Boxever suggests a new outlook for […].

Airlines 60

Airlines Travel Industry Marketing 60

Zignal Labs

APRIL 4, 2016

The post Virgin America, Alaska Airlines Merge appeared first on Zignal Labs

Airlines 40

Airlines 40

PR Daily

APRIL 24, 2017

American Airlines seems to have learned—largely from United Airlines’ recent tone-deaf response—what not to do in a crisis. On Friday, American Airlines passenger Surain Adyanthaya posted a video to Facebook of another passenger, who was carrying her baby and crying at the front of the plane. “AA The recent incident prompted United—as well as Delta and American Airlines— to change overbooking and crew policies , but it wasn’t the only negative incident.

Airlines 80

Airlines Crisis Viral Employee 80