Category is Crisis Communications

Crisis Communications

United They Fall Short: Three Lessons from the Airline's Crisis

  • By: Terrie Ard on April 11, 2017

As I watched the video of security officers dragging a United Airlines passenger, bloodied and disheveled, off a plane Monday, I kept thinking, “How did we get here? How did this situation escalate to this extreme?” As a frequent traveler, I empathized with the passenger, who simply wanted to get home. As a communications expert and business executive, I was astounded by United’s shortsightedness in preventing the crisis and by the CEO’s wooden response.