Two weeks after United’s reputation, and stock price, took a hit after airline security forcibly removed Dr. David Dao from a flight, it was American’s turn to deal with a passenger crisis. On April 21, a young mother was reduced to tears during an argument with attendants. The incident—which included a fellow passenger nearly getting into a physical altercation with an attendant—was captured on video and quickly went viral. But unlike United’s response, American quickly apologized, suspended the attendant and didn’t blame the victim.
Archive:
PR Insider: American Airlines Offers a Lesson in Social Media
December 16th, 2013 by Ronell SmithAirlines have a poor reputation for customer service, but American Airlines has recently fought to turn that around through social media.