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– Nelson Mandela

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Discussion Question 8

Discussion Question 8

Q Please read this article before responding to the question: http://www.chicagotribune.com/business/ct-biz-united-passenger-dragging-anniversary-20180405-story.html With the widespread use of social media, hospitality companies are increasingly concerned about negative word of mouth and customer defection. This concern is amplified when a crisis occurs. United Airlines is still recovering from the negative press received after an unwilling passenger was forcibly removed off of an overbooked flight. What should have United’s PR department done in response to this crisis to secure their customers’ loyalty and keep them from switching?

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I think that United’s PR department should have ensured that there would be a public apology made to the general public and the victim of violence. There should have been a personal apology made to the passenger on whom violence had been done by the officials of United Airlines. There should have been a general statement issued by United Airlines to the general public that this incident would never be repeated again in future. There should have been a high percentage of decrease in the prices of travelling for passengers via the airplanes of United Airlines.