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.

Airlines adding “fire containment” bags

Ron Torossian

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.

Hawaiian Airlines policy ruled not discriminatory … but will that fly?

Ron Torossian

When two businessmen from American Samoa wanted to pre-select seats on Hawaiian Airlines, they were denied due to the airline’s new policy against improper weight distribution. Department of Transportation claiming discriminatory practices on the part of the airline.

United Airlines: When Common Practices Goes Bad

Return on Reputation

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.

Frontier Airlines' newsroom just got an upgrade


Frontier is an airline with over 300 daily flights to over 80 destinations in the US, Canada, Dominican Republic and Mexico. NewClient,Frontier Airlines,Aviation

Comparing Malaysia Airlines and AirAsia's crisis responses

PR Daily

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.

United Enters the Third Stage of a PR Grieving: the Shake Down

Ishmael's Corner

It’s been a rough week for United Airlines. The Art Of Storytelling In Business Communications And Public Relations. Techniques For Effective Business Communications.

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.

How I Could Have Saved United Airlines Three Days And $14,000

The Stalwart Blog

What a week for this airline! The airline continues to suffer from an unending barrage of digital and traditional media torture. Longer term, the airline faces a whale of a lawsuit from the disposed passenger who failed to leave the aircraft on his own accord.

United Airline’s Latest Customer Letter Hits the Right Notes

Ishmael's Corner

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.

What You Don’t Know About Malaysia Airlines and How They’ve Handled the Crisis of Flight MH370

Melissa Agnes

For example: The processing of an airline ticket. The Act applies to Malaysia Airlines and they so state in their privacy policy. Over a week ago one of Malaysia Airlines planes flight MH370 never made it to its destination – Beijing, China. of Malaysia Airlines.

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


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 airline took nearly 18 hours after the incident happened to respond. Overbooking is a part of the airline industry.

How Airlines Like Delta Hold Parents Hostage

Sword and the Script

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.

What American Airlines’ crisis response can teach brand managers

PR Daily

American Airlines seems to have learned—largely from United Airlines’ recent tone-deaf response—what not to do in a crisis. 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.

United Flies Into Another PR Storm

ImPRessions - Crenshaw Communications

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. The airline offered up to $800 for anyone willing to give up his seat and fly later.

Malaysia Airlines inadvertently reminds Twitter followers of lost flight

PR Daily

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?”.

How Southwest Airlines created a multimedia comms department

PR Daily

Before you spend another late night at the office, cranking out dull infographics or dreary corporate photos to be tweeted and forgotten, spend a lunch break with Sonia Avila of Southwest Airlines. At Southwest Airlines, they call such excursions "mandatory fun.".

Does brand reputation matter to Spirit Airlines?

PR Daily

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. Look no further than Spirit Airlines.

How Spirit Airlines’ CEO turned defeat into victory

PR Daily

We’ve posted many good interviews through the years—but since there’s such interest in the topic, I wanted to post one of my favorites, a May 2013 interview with Spirit Airlines CEO Ben Baldanza. At the time, his airline had been ranked last in customer satisfaction by Consumer Reports.

American Airlines denies 'collusion' accusations

PR Daily

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.

American Airlines shows support for hub’s Cubs

PR Daily

Brand managers at American Airlines exemplified their digital know-how—and Chicago connections—by tweeting about their Cubs-inspired décor on a recent flight from Chicago to Los Angeles. American is also the official airline of the Chicago Cubs, the Chicago Tribune reports.

Who Were The PR Winners And Losers of 2017?

ImPRessions - Crenshaw Communications

United Airlines. As images of the bloodied man being dragged from his seat by airport police went viral, the airline made things worse with a series of legalistic and tone-deaf public responses.

Malaysia Airlines remains cautious as speculation about debris abounds

PR Daily

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. The airline also posted that statement to Twitter, separated into two tweets.

3 ways to impress execs with social media metrics


It’s also a skill the communications team at Southwest Airlines has mastered. Southwest’s communications team experienced a big “ah-ha” measurement moment a few years back that impacted how the airline boarded passengers. “We

Malaysia Airlines Catches Heat For “Bucket List” Contest

The Stalwart Blog

TIME recently shared Malaysia Airlines Asked for Travelers’ “Bucket Lists” in Ill-Advised Contest and my immediate thoughts were: How many people reviewed and approved this idea before the contest launched?

Spirit Airlines touts automated social media customer service

PR Daily

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

Report: Airlines receive an abundance of social media hate

PR Daily

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.

Jetstar newsroom allows airline to centralize media releases and blog posts


The triple winner of ‘Best Low-Cost Airline of the Year’ award launched its online newsroom mid 2014 as a central hub for its media releases and blog posts.

American Airlines receives backlash over lost-luggage communications

PR Daily

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 belt system in Miami had some kind of breakdown this morning,” American Airlines spokesman Joshua Freed told.

If You’re Not Measuring, Then You’re Not in PR

PR News

Measurement Barcelona Principles Business Wire dashboards Hill & Knowlton Johna Burke Katie Paine measurement media relations public relations Serena Erlich southwest airlinesIf that new car you’re shopping for doesn’t have the latest bells and whistles, it’s likely you’ll opt for the one that sports the coolest technology and whose dashboard displays practically everything except your blood pressure and daily calorie consumption.

Businesses Should Fight Back Against Online Attacks

David PR Group

Conservative commentator Ann Coulter caught considerable heat recently for her online tantrum about Delta Airlines. She felt wronged by Delta, yet before the airline could even make an apology to her, she started tweeting and tweeting and tweeting her disgust.

How’s the Storytelling in the Facebook Page from North Korea’s Airline, Air Koryo?

Ishmael's Corner

I didn’t exactly pull Air Koryo, North Korea’s airline of choice, out of a hat. BusinessInsider published a story on Air Koryo back in March, highlighting that “Air Koryo is the only airline in the world deemed bad enough to earn a 1-star rating from Skytrax.”.

Are Airlines Being Descriptive Enough in their Galaxy Note 7 Warning?

Melissa Agnes

The post Are Airlines Being Descriptive Enough in their Galaxy Note 7 Warning?

Southwest Airlines responds to criticism after removing passenger

PR Daily

Southwest Airlines’ media relations managers are on the defensive. This week, reps worked to clarify allegations that circulated earlier this month that the airline removed a passenger for speaking Arabic on one of its flights.

PR Rock Stars: Sun Country’s Brittany Chaffee

Communications Conversations

Let’s hear all about her in this month’s installment of PR Rock Stars: You’re the marketing manager for Sun Country Airlines–and you’re a boomerang employee, back after a few years away. What does influencer marketing look like for an airline?

First Amendment and Social Media Don’t Mix

David PR Group

Last year, United Airlines Pilot Michael Folk was suspended after tweeting that Hillary Clinton should be hanged for treason. David michael folk online reputation Social Media united airlinesWe feel it in our bones.

Norwegian Airlines offers free (passenger) shipping

PR Daily

While many retailers are offering to ship their wares to consumers for free this holiday season, one airline is taking a more clever approach to the incentive. It’s all about reminding people that the airline flies to more destinations than just Norway.

United, Delta and American Airlines adjust overbooking policies

PR Daily

In the wake of one of the worst PR disasters in United Airlines’ history, the airline is changing its policy on overbooking passengers. After no one volunteered, the airline’s crew chose seats at random to rebook on another flight. American Airlines.

Delta the latest airline to stop shipping exotic animal trophies

PR Daily

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.

Spirit Airline’s passenger brawl, labor dispute deliver punch to reputation

PR Daily

That’s what Spirit Airlines is facing as a labor clash with unhappy pilots and their union led to canceled flights and a wild fisticuffs. Spirit was just the latest airline to find itself navigating flak-riddled skies. The airline said this has cost it $8.5 Airline crisis.