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.

United Airlines Dog Disaster

HMA Public Relations

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.

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.

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.

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.

Does brand reputation even matter to Spirit Airlines?

Communications Conversations

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.

Airline reputational woes go global

Media Bullseye

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.

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.

American Airlines using podcasts to reach staff—and the public

PR Daily

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. Thanks to the airline’s podcast, now you know.

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?

United Airlines Scandal

Mark My Words

BBC Radio Global, 10.04.17. Listen here. Mark Comments

United Airlines Scandal

Mark My Words

Virgin Radio, 11.04.17. Listen here. Mark Comments

United Airlines Scandal

Mark My Words

Talk Radio, 12.04.17. Listen here: Mark Comments

United Airlines Scandal

Mark My Words

BBC Breakfast, 12.04.17. Listen here: Mark Comments

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. Take a look at Malaysia Airlines’s YouTube strategy.

How Anonymous and Southwest Airlines Fight Terror

Flatiron Communications

Since the Paris attacks, we’ve also seen ill-conceived behavior by at least one heretofore well-regarded company – Southwest Airlines. airline would not succumb to a random racist passenger’s paranoia. The Flack Anonymous PR Southwest Airlines

A Look at Malaysia Airlines’s Crisis Communications During the Crisis of Flight MH370

Melissa Agnes

By now, we’ve all heard of the terrible crisis Malaysia Airlines is facing with flight MH370 appearing to have vanished out of thin air with over 200 passengers and crew members aboard. So how is Malaysia Airlines handling this crisis? Malaysia Airlines (@MAS) March 13, 2014.

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.

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.

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.

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.

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.

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.

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.

Consumers lash out at American Airline's latest campaign

PR Daily

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. Social media users took to Twitter and voiced their criticism: Not happy flying crappy American Airlines?

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.

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.

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.".

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?

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.

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.

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.

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.

Airlines Get the Message Out About Capped Pricing and Cancellation Fees as Irma Approaches Florida

PR News

The post Airlines Get the Message Out About Capped Pricing and Cancellation Fees as Irma Approaches Florida appeared first on PR News Blog. As of 2:30 p.m. on Sept.

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.

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.

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.

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.

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.