Communications Conversations

MARCH 19, 2015

Fairly damning, and pretty much the exact opposite of what PR folks paid to build positive reputations for brands want to see. How could a brand like Spirit have SUCH a negative brand reputation and still be in business? And yet they seem to have a HORRIBLE brand reputation. Conclusion: Do not fly Spirit. Now I was curious.

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Steve Barrett on PR

JANUARY 11, 2024

PR pros have a massive role to play when reputational headwinds throw up big challenges for brands and businesses. But let’s not lay the blame for every negative incident at the feet of the communications profession.

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Airlines Crisis Reputation Brand 114

The Stalwart Blog

SEPTEMBER 3, 2014

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? What level of experience and knowledge does their PR and Marketing team have in reputation management? .

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Airlines Travel Reputation Crisis 119

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

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 Reputation Crisis 159

The Proactive Report

JANUARY 5, 2015

In his article for Forbes, Jonathan Salem Baskin points out that most crisis do not erupt overnight: C ontrary to the notion that reputations can be ruined in an instant, most crises are months or years in the making. And he says that you probably already know why your brand might be the subject of the reputation crisis in the future.

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NewsWhip

JUNE 10, 2021

Building a framework for reputation management: Christopher Rivera @ Samsung. Christopher Rivera, Director of Reputation & Risk, Samsung Electronics America. Chris Rivera has led as the Director of Reputation & Risk at Samsung Electronics America for more than three years. The reputation and risk landscape| Jump to text.

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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? Vet, test and train.

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ImPRessions - Crenshaw Communications

DECEMBER 18, 2017

But in the spirit of fair play, here are some examples of reputation management that succeeded in 2017. It seems almost quaint now, given the explosion of reputation-killing headlines that have followed the brand “scandal.” Southwest Airlines’ soft landing. Pepsi’s graceful mea culpa. Well handled.

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Crisis Management Crisis Airlines Viral 149

Solo PR Pro

FEBRUARY 7, 2023

In a recent episode of That Solo Life: The Solo PR Pro Podcast , hosts Karen Swim and Michelle Kane discuss the nightmare that was Southwest Airlines’ system failure over the holidays. In the case of Southwest Airlines, more than 16,000 flights were canceled over the recent holiday season, in part due to severe winter weather.

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Airlines System Reputation Travel 58

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

Here’s a look at those who came out on top, and others who took a reputation beating last year. After “Today” show star Matt Lauer was abruptly fired following allegations of sexual misconduct, it seemed that NBC would take a terrible blow to its reputation. United Airlines. The Winners.

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Airlines Reputation Journalism Crisis 180

Shift Communications

JANUARY 22, 2018

United Airlines failed a test of results and skills when it broke Dave Carroll’s guitar in luggage handling, then failed a lack of courage in its response. cta] The post Repairing Trust: Reputation Management and Crisis Communications appeared first on SHIFT Communications PR Agency - Boston | New York | San Francisco | Austin.

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Crisis Communications Crisis Reputation Communications 98

ImPRessions - Crenshaw Communications

SEPTEMBER 13, 2017

Here are some of the reputation “winners” born amid the chaos of the storms. Airlines are typically victims of a weather disaster, or occasionally, villains who are forced to make things worse by canceling flights. And like any disaster, the hurricanes created heroes, from first responders to small businesses.

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Airlines Reputation Local Policies 149

ImPRessions - Crenshaw Communications

MARCH 21, 2017

It’s bee argued that the amount of time it takes to adequately acknowledge and fix a problem directly correlates to the seriousness of the reputation backlash. It could be argued that no sector suffers the brunt of customer and media criticism as often as the airline industry. The resulting coverage won the day.

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Airlines Reputation Product Launch Crisis 136

David PR Group

APRIL 8, 2019

First, Southwest Air lines , typically a reputational darling, got dinged for its handling of passenger complaints following the grounding of the Boeing 737 Max 8 aircraft. In each case, the company wasn’t the source of the original problem, but how they responded caused damage to their reputations. . Be quick . Do what you say .

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Reputation Us

APRIL 12, 2017

This week’s United Airlines incident has by far created the most inquiries from people asking me, “What would you recommend United do now?” Like most, our LT Public Relations team has been appalled by this week’s actions (or lack of actions) by United Airlines in the wake of the many blunders. Good grief!

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Melissa Agnes

SEPTEMBER 25, 2014

For an organization which overcomes the initial shock of a breaking crisis, successfully wrestles control over it and ultimately puts the reputational fires out, it’s natural to want to return to business as usual as soon as the crisis seems to have passed. Listen: TCIP #016 – Malaysia Airlines Crisis Management with Jonathan Hemus.

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Crisis Management Crisis Airlines Energy 239

Burrelles Fresh Ideas

JANUARY 16, 2024

From my favorite airline (which is open and sincere in good times and bad) to my credit card company (who handled a data breach quickly and efficiently), down to my neighborhood auto repair shop (which is almost honest to a fault), these traits are a major driver in my day-to-day purchase decisions.

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Crisis Airlines Crisis Communications Social Media 84

ImPRessions - Crenshaw Communications

JUNE 28, 2017

The ultimate feel-good story: a baby was born mid-flight on Spirit Airlines. Best of all was the airline’s quick PR thinking as it announced that young Christoph Lezcano will fly free every year on his birthday for life. And it’s good timing; the airline industry has suffered its share of negative news all year.

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Airlines Insurance Insurance Viral 147

ImPRessions - Crenshaw Communications

AUGUST 22, 2018

The best way to understand a company’s reputation — and its values — is to look at its response to customer reviews and complaints. A business can spend millions on brand reputation and community service. But a reputation can unravel quickly when a public-facing employee mistreats a customer.

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Customer Service Insurance Insurance Banking 136

ImPRessions - Crenshaw Communications

JUNE 26, 2019

Being the steward of a company’s image and reputation comes with the job. If the company’s reputation is in jeopardy, its CEO becomes the chief emergency officer by default. And even those who aren’t household names have used social media to be visible and connected. Many lack the time or commitment to deal with media.

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The Stalwart Blog

OCTOBER 1, 2020

We saw American and United Airlines also announced that they are effectively furloughing, if not completely letting go, tens of thousands of workers themselves. If you do, the chances of negative impact on your reputation and to future revenues is at least mitigated, if not preserved. as a result of COVID-19. and Disneyland properties.

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Communications Airlines Employee Crisis 78

ImPRessions - Crenshaw Communications

JULY 16, 2019

From major corporations, to airlines and hospitals, data protection is paramount. It’s not just a matter of the disruption of operations, of course; there’s often a reputational impact that can linger for years. Cyber attacks are on the rise across the globe. Invest in user customization.

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Presspage

MAY 29, 2017

The violent removal of a passenger from an overbooked United Airlines flight triggered an outraged public to post heated comments all over the media. Hundreds of earlier incidents with involuntary deplaning resulted in conflicts between airlines and passengers. At United Airlines, this was all clearly absent.

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Journalism Airlines Brand Branding 79

Melissa Agnes

MARCH 14, 2015

In 2009, Canadian musician Dave Carroll published the first of three videos telling the story of how United Airlines carelessly broke his guitar. Learn more about the United Breaks Guitars story and impact on United Airlines. Learn more about Dave Carroll, the musician, speaker and author: davecarrollmusic.com.

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Airlines Crisis Management Transportation Crisis 113

Melissa Agnes

JUNE 3, 2014

There are two reasons that made “United Breaks Guitars” a crisis for United Airlines, rather than an issue: Remember! The definition of a crisis is: A negative situation or event that occurs that impacts, or risks impacting, the organization’s reputation and/or bottom line over the long-term.

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Airlines Crisis Wikipedia Social Media 206

David PR Group

AUGUST 17, 2017

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. Here’s the thing, we all make mistakes. They scolded her. –John.

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Presspage

MARCH 6, 2018

KLM Royal Dutch Airlines KLM’s communications team was growing increasingly discontent with the Content Management System (CMS) they were working with to publish news to their native newsroom. The use of the newsroom platform has provided the airliner with a growing number of visitors.

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Airlines Web SEO Internal 87

ImPRessions - Crenshaw Communications

OCTOBER 13, 2017

A rebranding can be part of a smart strategy for moving past a reputation crisis. The low-cost airline Valujet became AirTran after a fatal crash that was found to be the result of negligence. No rebranding can rebuild a reputation if the would isn’t disinfected and treated. To hasten the end of a reputation crisis.

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PRSay

DECEMBER 2, 2020

On rebuilding Boeing’s reputation: I don’t want to talk too much about it until the MAX is safely flying again. The airlines themselves have to return their fleets to service. The airlines themselves have to return their fleets to service. And frankly, that will speak more than any reputational campaign we can undertake.

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ImPRessions - Crenshaw Communications

MAY 22, 2017

Some say the goal of a great PR program should be to build brand reputation, while sales and marketing actually drive sales. “A diamond is forever” evokes the long-running DeBeers product campaign, while “Fly the Friendly Skies” is linked to United Airlines, despite the ironic overtones the slogan has now.

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Brand Branding Marketing Wireless 185

Burrelles Fresh Ideas

MAY 23, 2023

Major airports experience increased passenger volumes, and airlines may offer more flights and vacation packages to cater to the demand. In response, hotels and airlines are implementing eco-friendly practices and promoting sustainable tourism initiatives.

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Reputation Us

MAY 12, 2020

As the president of ReputationUs and with 28 years of experience behind me, I have been striving to refine the art of managing corporate reputations during a crisis into a well-honed specialty. You will see how good your communications, strategy, infrastructure and reputation are, and what needs to change. Expose them.

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ImPRessions - Crenshaw Communications

JANUARY 19, 2016

The conversation is public, so onlookers can see that someone’s home and someone cares, which helps a brand’s reputation. Airlines are well known for offering vouchers or upgrades when complainers have legitimate gripes. And don’t make the mistake of issuing a non-apology apology or botched apology. Be surprising.

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Social Media Media Airlines Customer Service 159

NewsWhip

NOVEMBER 2, 2021

Airlines have been under close scrutiny, with their new policies needing to comply with the national vaccine mandate in the United States. More specifically, articles with narratives opposing mandates tended to come from conservative publications.

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PRSay

NOVEMBER 2, 2017

Nearly a decade ago, the PRSA Foundation sponsored research that found only 23 percent of graduate business schools consistently provide instruction in reputation management, corporate communications and related ethical dimensions. The program has since grown to 15 schools nationwide.

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Communications Case Study Training Reputation 104

Doctor Spin

APRIL 17, 2023

Southwest Airlines. Southwest Airlines is known for its friendly and fun-loving flight attendants. Southwest Airlines employees celebrate passenger’s 104th birthday. Southwest Airlines employees celebrate passenger’s 104th birthday. 4 Ormont Blumberg, P. 2021, August 11). Nordstrom Press Room. link] 5 Chan, C.

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