Ronn Torossian

FEBRUARY 23, 2022

Cathay Pacific, a Hong Kong-based airline, ended up in a big PR crisis recently because two employees of the airline allegedly broke their home isolation Covid rules. After a series of heated statements from both external parties and company officials, the entire situation culminated in criticism from the Hong-Kong government.

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Crisis Airlines Government Employee 367

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. This is how it’s done.

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Airlines Crisis Viral Reputation 136

Ronn Torossian

OCTOBER 10, 2016

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.

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Airlines Policies Transportation Blogging 150

Steve Barrett on PR

APRIL 11, 2017

The airline's communications response to Flight 3411 so far is tone deaf and is doing nothing to resolve the situation.

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Airlines Communications 141

Melissa Agnes

MARCH 13, 2014

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. It’s an unthinkable situation, though one that every airline needs to be prepared to properly manage at any given time.

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Crisis Communications Crisis Airlines Communications 279

Axia PR

FEBRUARY 27, 2024

In this episode, Southwest Airlines' Linda Rutherford joins On Top of PR host Jason Mudd to discuss her take on current airline crises and go into depth about Southwest’s crisis communication plan and how they’ve managed their past crises. Tune in to learn more!

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Airlines Crisis Crisis Communications Communications 127

Ishmael's Corner

OCTOBER 26, 2014

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.”. Singapore Airlines Hero Photo on Facebook. k, Pyongyang.

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Airlines Storytelling Facebook Travel 136

Melissa Agnes

APRIL 15, 2014

Although some may say this is good publicity, I can bet that senior management over at the airline is in entire disagreement – as are TONS of their customers. Why is it so often that we find airlines at the heart of published gaffes and thoughtless (with major repercussions) posts to social media?

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Airlines Case Study Policies Reputation 243

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. The airline had already been pushing for a more friendly destination for their media contacts for some time, as they felt they needed to service the media more efficiently.

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Airlines Digital PR Corporate Media 92

Agility PR Solutions

APRIL 14, 2025

8, 2023, this website published an article I wrote titled, The too-often neglected facet of PR: Good customer servicemy personal experience with American Airlines.

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Customer Service Healthcare Airlines Reputation 78

Melissa Agnes

OCTOBER 23, 2018

These leading airlines showcase the power of focusing on the details of experience. The airline industry is tough. And yet, there are some airlines out there that just simply get it. And yet, there are some airlines out there that just simply get it. About this episode. Connect with Shashank on LinkedIn.

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Airlines Strategy Crisis Management Crisis 100

NewsWhip

MAY 30, 2019

The post How US airlines are driving engagement on the web and social appeared first on NewsWhip.

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Airlines Web Branding Brand 98

Agility PR Solutions

SEPTEMBER 7, 2023

Department of Transportation (DOT) today fined American Airlines $4.1 Department of Transportation (DOT) today fined American Airlines $4.1 DOT’s investigation found that […] The post The too-often neglected facet of PR: Good customer service—my personal experience with American Airlines appeared first on Agility PR Solutions.

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Airlines Customer Service Transportation Branding 98

Melissa Agnes

SEPTEMBER 30, 2016

The post Are Airlines Being Descriptive Enough in their Galaxy Note 7 Warning? Take a look: How descriptive do you think one’s crisis management message should be? Comment below or use the hashtag #crisisready on Twitter and let’s continue this conversation! appeared first on Melissa Agnes - Crisis Management Keynote Speaker.

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Airlines Crisis Management Crisis Video 100

Melissa Agnes

SEPTEMBER 25, 2014

Listen: TCIP #016 – Malaysia Airlines Crisis Management with Jonathan Hemus. I discuss the learnings and lessons from the Malaysian Airlines incidents during a podcast with Melissa Agnes. Fail to do this and further crises may lie just around the next corner. Crises are traumatic events for individuals and organizations.

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Crisis Management Crisis Airlines Energy 239

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 post 1 in 5 Americans won’t travel until 2021—heightening crisis for embattled airline industry appeared first on Agility PR Solutions.

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Airlines Travel Crisis Industry 85

Melissa Agnes

SEPTEMBER 26, 2014

TCIP #016 – Malaysia Airlines Crisis Management with Jonathan Hemus. Malaysia Airlines has suffered through two devastating and traumatic crises this year. This podcast is a great discussion filled with awesome takeaways. Don’t miss it! Listen here.

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Crisis Management Airlines Crisis Resources 199

Prowly

DECEMBER 22, 2020

For instance, United Airlines faced a severe backlash to rebuild consumer trust after a passenger was forcefully dragged off a plane and Domino’s product quality perception took a nosedive after a video […]. One of the harsh realities of public relations is that great PR can sometimes go unnoticed, while a blunder can haunt you forever.

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Airlines Video Consumer Publicity 197

ImPRessions - Crenshaw Communications

APRIL 10, 2017

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. But airlines typically negotiate for volunteers before the flight is boarded, not after they’re seated on the plane.

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Airlines Hotels Crisis Reputation 159

Agility PR Solutions

AUGUST 21, 2023

And even though the airline industry has seen monumental growth over the last year as pre-pandemic travel patterns reemerged, the brands in the sector appear to be struggling to meet […] The post New travel industry analysis reveals airline brands’ biggest social media stumbles appeared first on Agility PR Solutions.

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Airlines Travel Analysis Social Media 78

The Stalwart Blog

APRIL 14, 2017

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. The airline learned that particular lesson the hard way.

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Airlines Banking Fashion Crisis 74

PRSay

APRIL 16, 2020

With the country under lockdown, this is a difficult time “to remind people that your property, airline or brand exists, without being tone-deaf to people who’ve lost their jobs,” she said. In the meantime, some of Lieberman’s recent posts have been titled “Should You Use an Airline Sleep Mask as a Face Cover During Coronavirus?”

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Travel Pitching Airlines Media 208

Cision

DECEMBER 4, 2017

United Airlines came under fire for forcefully dragging a passenger out from the overbooked flight number 3411 as a video recording of the incident went viral on social media. All of this happened because United Airlines chose to ignore the gravity of the situation. As a result, the company and Munoz, both came under intense criticism.

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Crisis Brand Branding How To 271

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. Look no further than Spirit Airlines. Now I was curious.

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Airlines Reputation Brand Branding 60

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.

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Airlines Travel Customer Service Crisis 60

Ronn Torossian

FEBRUARY 8, 2016

Now many flight attendants and other airline staff are resisting the compulsion to land in these places. At this point, airlines are allowing staff to “opt out” of flights to areas where Zika outbreaks have been reported. The Zika virus has become a regional epidemic in certain destinations all over the world.

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Airlines Report Blogging Agency 150

Cision

NOVEMBER 1, 2017

In the second episode of Earned Media Rising , Southwest Airlines’ Linda Rutherford and Frito-Lay North America’s Chris Kuechenmeister discuss how brands have effectively evolved how they use storytelling to drive authenticity; the importance of transparency in today’s market; how can organizations be the guardians of their brand, especially in the (..)

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Airlines Media Storytelling Social Media 168

ImPRessions - Crenshaw Communications

OCTOBER 4, 2019

Case in point: the 2017 United Airlines fiasco in which a passenger was violently removed from his seat. The airline’s slow response and initially poor crisis management compounded the damage, though its share price did rebound. Even seven months later, some 30% of consumers said they would not fly on United.

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Reputation Crisis Management Airlines Corporate 203

Melissa Agnes

JUNE 3, 2014

There are two reasons that made “United Breaks Guitars” a crisis for United Airlines, rather than an issue: Remember! In this particular case, within 4 days of the video being posted to YouTube, United Airlines’ stock price fell 10%, costing stockholders about $180 million in value.

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Airlines Crisis Wikipedia Social Media 206

Melissa Agnes

FEBRUARY 2, 2016

” I’ve been a loyal Air Canada flyer for over two years now, choosing to fly with the airline every chance I get – which due to my work is nearly a weekly occurrence – and this was my first time being upgraded. This one interaction had me contemplating my loyalty to this airline.

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Corporate Airlines Employee Training 167

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.

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Airlines Travel Industry Marketing 60

Agility PR Solutions

SEPTEMBER 18, 2024

Travel PR campaigns can sometimes go awry, leading to backlash and negative publicity.

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Travel Airlines Examples Publicity 108

5W PR

FEBRUARY 7, 2025

Their TikTok presence maintains the airline’s irreverent personality while clearly communicating their brand values. Maintaining Consistent Brand Voice While TikTok thrives on casual, authentic content, maintaining brand identity remains critical.

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ImPRessions - Crenshaw Communications

DECEMBER 18, 2017

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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Crisis Management Crisis Airlines Viral 149

The Hoyt Organization

FEBRUARY 25, 2023

One of the largest international airlines was preparing to announce its plans of a $30 million, 18-month-long project to enhance the premium ground facilities at JFK International Airport’s Terminal 7 in New York City. The company wanted to drive broader awareness around its fleet and recent upgrades for the terminal redevelopment.

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Airlines International Internal Company 52

Shift Communications

DECEMBER 1, 2014

If your mission is to be the airline that doesn’t abuse its customers, perhaps you become so popular that other airlines are forced to change their practices just to stay in business. It’s the reason you get out of bed every morning.

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Strategy Airlines Exercises Corporate 157

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

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. Khosrowshahi’s blog post about the situation is a respectable first step in showing transparency, but he has a long way to go.

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Airlines Reputation Journalism Crisis 180