After a passenger was forcibly removed from a United Airlines flight, the company has trended on social media — in the worst possible way.
Where did it all go wrong for CEO Oscar Munoz, who last month was named PRWeek’s Communicator of the Year?
United needed to immediately shift into crisis mode. A crisis plan should include a heartfelt apology, release of a specific plan for addressing the mistakes, clear communication with front-line employees and a statement sent to frequent fliers and loyal customers.
United must make amends for its gaffe on a plane and immediately start the process of rebuilding trust among fliers and the general public.
Read this article from the Washington Post for a blow-by-blow account of the United crisis.
