Not so friendly skies : United Airlines public relations disaster (how can…
Not so friendly skies : United Airlines public relations disaster
What? drag an Asian passenger off an overbooked flight (+ video went viral)
weeks before : refuse teen girls on flight because they wore leggings
other airline : PR disaster --> Delta airlines
Chief Executive's answer : not convincing, not mentionned use of force
last august : cancelled flights
example : Waris Ahluwalia
not allowed to board Aeromexico flight : wearing turban
how can they improve the situation?
every pasenger : potential citizen journalist
businesses : struggle to adapt to new communication landscape
approx 21 hours to handle external communication in crisis situation
example : filmmaker Kevin Smith in 2010
he was "too big"
how did video go viral?
people felt frustration of passenger
United airlines CEO : "pr communicator of the year" (before incidents