At the same time, it is a good lesson about how social media can impact your business. Their reaction was a blend of terror and disbelief. What followed was a customer service nightmare.
It has gone viral in a spectacularly wrong way. Refusing to volunteer to give up his seat for the airline crew on an overbooked flight. He needed to attend to his patients the next day. Apparently, this is legal according to Airline rules.
Quoting from The Independent: The captain is in charge of the aircraft. And if he or she decides that someone needs to be offloaded, that command has to be obeyed.
Officials were legally entitled to remove him, and they did so using plenty of physical force. Incriminating Video Evidence While United Airlines may be right legally speaking, they lost big time in the court of public opinion. For a start, almost all the passengers on board that flight were on the side of Dr Dao.
Many of them shot videos of the incident, providing strong evidence of what actually occurred that day. Hell hath no fury like an Internet audience enraged.
There were countless Facebook posts and comments calling to boycott the airlines, make it go bankrupt, sue it till it went bust, and sack the CEO Oscar Munoz. Apparently, Dr David Dao is set to sue United Airlines for all its worth, hiring two sets of lawyers to engage in a legal battle with the airline.
The case looks like it is going to be a perfect media storm that will drag on for quite a bit. Especially if you are the CEO of an embattled airline trying to protect itself from legal action.
Have a read and let me know what you think. As you will read, this situation was unfortunately compounded when one of the passengers we politely asked to deplane refused and it became necessary to contact Chicago Aviation Security Officers to help.
Our employees followed established procedures for dealing with situations like this. While I deeply regret this situation arose, I also emphatically stand behind all of you, and I want to commend you for continuing to go above and beyond to ensure we fly right. I do, however, believe there are lessons we can learn from this experience, and we are taking a close look at the circumstances surrounding this incident.
Treating our customers and each other with respect and dignity is at the core of who we are, and we must always remember this no matter how challenging the situation. Oscar Given the context of the incident, the email did not go down well with the public when it was reported by the media.
This read a lot better and he did sound contrite and sincere. Comments on the Facebook post were mostly negative. The court of public opinion found his sincerity lacking and berated the airline further.
This shows that perhaps not all awards are worth winning. Racial Discrimination and Dirt Digging Two new developments in the last couple of hours yes its only been that long have added fuel to the United Airlines fire.
Numerous commentators have claimed that United Airlines dragged the passenger off the plane because he was Asian. This was an example of racial profiling by the airlines. The other incident involved the Internet CSI team digging up stuff about Doctor Dao himself, including both positive and negative news about his family and his past.
Trolling and Memes Naturally, any media incident this big is going to attract newsjackers and trolls.United Airlines was mentioned more than million times on Facebook, Twitter and Instagram in the immediate aftermath of its passenger removal incident, according social .
Travel waivers When severe weather or other major events may impact our operations, we sometimes issue travel waivers to allow you to change to alternate flights without paying a change fee. CHICAGO, April 17, /PRNewswire/ -- United Airlines (UAL) today announced its first-quarter financial results..
UAL reported first-quarter net income of $ million, diluted earnings per. Following its independence from British occupation in , the United Arab Emirates’ media landscape had already started some of its media sectors and continued to develop steadily.
A Public Relations Disaster How saving $1, cost United Airlines 10,, negative views on YouTube. It is a customer service nightmare.
At the same time, it is a good lesson about how social media can impact your business. New media impact on United Airlines Introduction New Social Media has strong influences on both big companies and SMEs. Compare with the troditional media, new media is a kind of two way communication and it is common that online is most uesful platform for new media.