The United Airlines public relations debacle has been high profile news this last week. For those who may have missed it (not sure how that is even possible), United had a passenger removed forcibly from an overbooked flight, and the mistreatment was captured on video, which later went viral online, then received significant earned media coverage. The subsequent fall out as the … [Read more...]
Seeing complaints as gifts on social media
A couple weeks ago I wrote a blog post that documented the negative social media and earned media fall out for Air Canada when a Westjet pilot came to the rescue with pizza to some very hungry Air Canada passengers. The AC flight had been re-routed due to poor weather, to and airport where food services had already closed, and since Air Canada had not provisioned for a meal on … [Read more...]
