Melissa Agnes

APRIL 15, 2014

Although some may say this is good publicity, I can bet that senior management over at the airline is in entire disagreement – as are TONS of their customers. Why is it so often that we find airlines at the heart of published gaffes and thoughtless (with major repercussions) posts to social media?

Airlines 243

Airlines Case Study Policies Reputation 243

Melissa Agnes

OCTOBER 23, 2018

These leading airlines showcase the power of focusing on the details of experience. The airline industry is tough. And yet, there are some airlines out there that just simply get it. And yet, there are some airlines out there that just simply get it. Why achieving brand invincibility should be aspirational.

Airlines 100

Airlines Strategy Crisis Management Crisis 100

Agility PR Solutions

AUGUST 21, 2023

And even though the airline industry has seen monumental growth over the last year as pre-pandemic travel patterns reemerged, the brands in the sector appear to be struggling to meet […] The post New travel industry analysis reveals airline brands’ biggest social media stumbles appeared first on Agility PR Solutions.

Airlines 78

Airlines Travel Analysis Social Media 78

Contently - Strategy

SEPTEMBER 19, 2024

If you think being conversational and customer-centric is enough for your brand voice, you’re only going to join a chorus of clones. Developing a distinctive voice defines your brand’s unique identity and builds a sense of authenticity with customers—an increasingly important factor in sales. Getting there isn’t easy, though.

Exercises 52

Exercises Branding Brand Airlines 52

ImPRessions - Crenshaw Communications

MAY 22, 2017

Some say the goal of a great PR program should be to build brand reputation, while sales and marketing actually drive sales. There are many ways to use PR initiatives to add depth, color, and cohesion to the building blocks of brand identity. Generating credibility for the brand message. Showing a brand’s humanity.

Branding 185

Branding Brand Marketing Wireless 185

NewsWhip

MAY 30, 2019

The post How US airlines are driving engagement on the web and social appeared first on NewsWhip.

Airlines 98

Airlines Web Brand Branding 98

Agility PR Solutions

SEPTEMBER 7, 2023

Department of Transportation (DOT) today fined American Airlines $4.1 Department of Transportation (DOT) today fined American Airlines $4.1 DOT’s investigation found that […] The post The too-often neglected facet of PR: Good customer service—my personal experience with American Airlines appeared first on Agility PR Solutions.

Airlines 100

Airlines Customer Service Transportation Brand 100

Communications Conversations

MARCH 19, 2015

Fairly damning, and pretty much the exact opposite of what PR folks paid to build positive reputations for brands want to see. How could a brand like Spirit have SUCH a negative brand reputation and still be in business? And yet they seem to have a HORRIBLE brand reputation. Conclusion: Do not fly Spirit. Profits are up.

Airlines 60

Airlines Reputation Branding Brand 60

Melissa Agnes

SEPTEMBER 26, 2014

TCIP #016 – Malaysia Airlines Crisis Management with Jonathan Hemus. Malaysia Airlines has suffered through two devastating and traumatic crises this year. Brands At Risk: Majority of Fortune 1,000 Companies Lack Critical Resources to Anticipate, Understand and Manage Emerging Business Threats, New Study Finds. Listen here.

Crisis Management 199

Crisis Management Airlines Crisis Resources 199

PRSay

APRIL 16, 2020

With the country under lockdown, this is a difficult time “to remind people that your property, airline or brand exists, without being tone-deaf to people who’ve lost their jobs,” she said. In the meantime, some of Lieberman’s recent posts have been titled “Should You Use an Airline Sleep Mask as a Face Cover During Coronavirus?”

Travel 208

Travel Pitching Airlines Media 208

ImPRessions - Crenshaw Communications

APRIL 10, 2017

As of midday Monday, the airline had issued the following statement. According to other passengers on the flight, the airline said it needed four seats to fly its own employees to Louisville. But airlines typically negotiate for volunteers before the flight is boarded, not after they’re seated on the plane.

Airlines 159

Airlines Hotels Crisis Reputation 159

Cision

OCTOBER 8, 2015

In Social Business Journal Volume 4, we showcase five unique brands from diverse industries and customer segments, showcasing how they are succeeding with social media marketing. The brands we showcase in this Social Business Journal are: Dell, Humana, NASA, Southwest Airlines and Walmart. Employee Advocacy. Storytelling.

Social Media 120

Social Media Branding Brand Airlines 120

Cision

NOVEMBER 1, 2017

In the second episode of Earned Media Rising , Southwest Airlines’ Linda Rutherford and Frito-Lay North America’s Chris Kuechenmeister discuss how brands have effectively evolved how they use storytelling to drive authenticity; the importance of transparency in today’s market; how can organizations be the guardians of their brand, especially in the (..)

Airlines 168

Airlines Media Storytelling Social Media 168

Agility PR Solutions

JANUARY 21, 2024

If you are working on the social media team of a famous brand, chances are you have already handled some of those social media disasters.

Crisis Management 110

Crisis Management Social Media Crisis Airlines 110

Cision

MAY 3, 2017

The real cause of the United Airlines incident is an industry-wide problem, the all-too-common practice of overbooking. Bumping a paying passenger from a flight is an enormously disruptive action, regardless of which airline does it. The airline even appologized after it bumped a 10-year old from a flight. Image source: [link].

Airlines 137

Airlines How To Engineering Radio 137

Melissa Agnes

FEBRUARY 2, 2016

Over the past few years, we’ve come to learn that one person can go a long way in wrecking havoc on a brand. What about the customers who have a negative experience with your brand but choose not to create a video or campaign that then goes viral – yet, in their silence, choose to never again interact or purchase from your organization?

Corporate 167

Corporate Airlines Employee Training 167

ImPRessions - Crenshaw Communications

OCTOBER 4, 2019

Case in point: the 2017 United Airlines fiasco in which a passenger was violently removed from his seat. The airline’s slow response and initially poor crisis management compounded the damage, though its share price did rebound. Even seven months later, some 30% of consumers said they would not fly on United.

Reputation 203

Reputation Crisis Management Airlines Corporate 203

Melissa Agnes

JUNE 3, 2014

Making communications between your organization and its stakeholders more personal and memorable is so important – for marketing, brand awareness and crisis preparedness. There are two reasons that made “United Breaks Guitars” a crisis for United Airlines, rather than an issue: Remember!

Airlines 206

Airlines Crisis Wikipedia Social Media 206

Sword and the Script

MAY 5, 2015

For a mere eighty-eight additional dollars, the airline was kind enough to reassign us in a row together. The airlines are counting on it, indeed, I’d contend airlines, including Delta, prey on such emotions to separate a few more dollars from the consumer wallet. Other Airlines Prey on Parent Emotions Too.

Airlines 60

Airlines Travel Customer Service Crisis 60

ImPRessions - Crenshaw Communications

DECEMBER 18, 2017

Armchair PR experts get lots of mileage from critiquing crisis management by major brands and businesses this time of year. It seems almost quaint now, given the explosion of reputation-killing headlines that have followed the brand “scandal.” Southwest Airlines’ soft landing. Well handled.

Crisis Management 149

Crisis Management Crisis Airlines Viral 149

5W PR

JANUARY 22, 2025

What starts as a single negative comment or review can spread across social networks within minutes, potentially damaging a brand’s reputation before teams even know there’s a problem. Tools like Mention, Brandwatch, and Hootsuite can provide real-time alerts when conversations about your brand spike or take a negative turn.

Crisis Management 78

Crisis Management Crisis Crisis Communications Training 78

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

Yes, 2017 feels like a lifetime ago, given our breakneck news cycle, but there were plenty of public relations lessons over the year for big brands and business categories. It’s not alone among social media companies, but the brand has suffered from its casual and misleading response to the situation. United Airlines.

Airlines 180

Airlines Reputation Journalism Crisis 180

Steve Barrett on PR

JANUARY 11, 2024

PR pros have a massive role to play when reputational headwinds throw up big challenges for brands and businesses. But let’s not lay the blame for every negative incident at the feet of the communications profession.

Airlines 113

Airlines Crisis Reputation Branding 113

ImPRessions - Crenshaw Communications

JUNE 28, 2017

We admire brands that leverage good opportunities into great ones. The ultimate feel-good story: a baby was born mid-flight on Spirit Airlines. Best of all was the airline’s quick PR thinking as it announced that young Christoph Lezcano will fly free every year on his birthday for life. Now, that’s the Spirit. .

Airlines 147

Airlines Insurance Insurance Exercises 147

Contently - Strategy

AUGUST 28, 2019

We’ve gathered this short list of stand-out content marketing from travel brands and hospitality companies because we believe Americans deserve help when it comes to vacations. A well-designed piece of branded print media is even more rare. United Airlines’ Hemispheres.

Travel 91

Travel Content Marketing Examples Airlines 91

Shift Communications

DECEMBER 1, 2014

Your mission as a company or brand is the thing that you are fighting for or fighting against. If your mission is to be the airline that doesn’t abuse its customers, perhaps you become so popular that other airlines are forced to change their practices just to stay in business. First, let’s begin with definitions.

Strategy 157

Strategy Airlines Exercises Corporate 157

Agility PR Solutions

JULY 16, 2018

Summertime is here—that’s right, time for vacation travelers to get ready for what they rightly assume will be forgettable airline experiences. The post 5 ways airlines can build stronger relationships to gain loyalty appeared first on Agility PR Solutions.

Airlines 60

Airlines Travel Industry Marketing 60

Cision

JANUARY 11, 2018

United Airlines reminded all of us why crisis PR is still incredibly important. Earned media has become increasingly important with 89 percent of marketing/communications professionals saying they use it to support the demand generation goal of driving brand awareness.

Communications 225

Communications Marketing Radio Airlines 225

Mark My Words

AUGUST 11, 2022

Many international brands are boycotting the country and airlines are still imposing flight bans as well as ongoing sanctions from the EU, UK and USA. Etihad, Emirates and FlyDubai are among the Middle Eastern airlines operating to Russia from the UAE. “Flights to Russia from the UK and EU are currently banned.”

Airlines 60

Airlines Policies Travel Corporate 60

ImPRessions - Crenshaw Communications

JUNE 26, 2019

But most chief executives aren’t rockstars, and they don’t necessarily embrace a role as brand spokesperson. A truly critical event, like one that involves loss of life, major litigation, or a viral story like the United Airlines incident of 2017 usually requires an ongoing commitment by the company chief. To announce a new strategy.

Trade Shows 271

Trade Shows Airlines Leadership Corporate 271

Communications Conversations

OCTOBER 22, 2014

But, there are a number of other ways brands are “distributing” content on the web today. And, one of those strategies that’s flying under the radar is brands using executives and their LinkedIn profiles to advance PR goals and organizational priorities. Goal: Raising awareness for the brand.

LinkedIn 155

LinkedIn Case Study Airlines Employee 155

Cision

JUNE 13, 2017

We see it every day: fast food chains challenge devotees to gather retweets for “ nuggs ,” personal care products advocate for women’s equality and airlines get called out — for both successes and major fails — in viral videos. Many consumers don’t just want to buy a product; they want to buy-in to a tribe.

Blogging 215

Blogging Company Engineering Airlines 215

Cision

AUGUST 6, 2015

Estimates for summer air travel by the industry group Airlines for America predict that a record 222 million travelers are expected to fly between June 1 and August 31–that’s an average of 2.4 Want to learn how travel technology impacts your brand? This airline is the worst and I’m never flying them again!

Travel 120

Travel Technology Airlines Wireless 120

Communications Conversations

MAY 12, 2020

You were a VP well before you were 30 years old (at Sun Country Airlines)–pretty incredible. You were at Sun Country for seven years, during some fairly impactful moments for the airline. What was it like to work for an airline going through arguably its most turbulent time? Let’s start an airline.” We can do this.

Airlines 116

Airlines Travel Local Leadership 116

The Hoyt Organization

FEBRUARY 25, 2023

One of the largest international airlines was preparing to announce its plans of a $30 million, 18-month-long project to enhance the premium ground facilities at JFK International Airport’s Terminal 7 in New York City. The company wanted to drive broader awareness around its fleet and recent upgrades for the terminal redevelopment.

Airlines 52

Airlines International Internal Company 52

ImPRessions - Crenshaw Communications

SEPTEMBER 13, 2017

Airlines are typically victims of a weather disaster, or occasionally, villains who are forced to make things worse by canceling flights. Of course, tickets were scarce by the time these announcements were made, but a few airlines did earn some reputation cred for their efforts. He could learn a thing or two from Mattress Mack.

Airlines 149

Airlines Reputation Local Policies 149

ImPRessions - Crenshaw Communications

MARCH 21, 2017

But while competitors may be sharpening their knives for Uber while the brand is down, there are some concrete steps a company can take to mitigate a crisis, rehabilitate its image and even emerge from the ashes stronger than ever. JetBlue also continues to rank highest in customer satisfaction in its airline segment.

Airlines 136

Airlines Reputation Product Launch Crisis 136