5W PR

JANUARY 22, 2025

For example, when United Airlines faced backlash over a passenger removal incident, their delayed response allowed negative sentiment to spread unchecked for hours. Internal communication is particularly critical – employees must understand the situation and their role in the response.

Crisis Management 78

Crisis Management Crisis Crisis Communications Training 78

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

ImPRessions - Crenshaw Communications

JUNE 26, 2019

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. The CEO acts as Chief Engagement Officer with company employees, particularly during a turnaround, and sometimes his role goes further.

Trade Shows 271

Trade Shows Airlines Leadership Corporate 271

ImPRessions - Crenshaw Communications

OCTOBER 4, 2019

Few corporate CEOs will deny that a company’s reputation colors every aspect of business, including marketing, talent recruitment, employee relations, shareholder relations, and the customer experience. Case in point: the 2017 United Airlines fiasco in which a passenger was violently removed from his seat. In fact, the 2017 U.S.

Reputation 203

Reputation Crisis Management Airlines Corporate 203

The Stalwart Blog

APRIL 14, 2017

What a week for this airline! I almost believe that United read the well thought out PR strategy that Uber used to answer its recent sexual harassment claim by a former employee and decided to do the exact opposite. The airline continues to suffer from an unending barrage of digital and traditional media torture.

Airlines 74

Airlines Banking Fashion Crisis 74

Communications Conversations

OCTOBER 22, 2014

Goal: Employee recruiting. Goal: Shaping perceptions with employees. But, the beauty of what Ahrednts is doing here is that she’s also shaping existing Apple employee perceptions. Organization: Southwest Airlines. Gary Kelly, CEO of Southwest Airlines was one of them. Organization: Edelman. Did it work?

LinkedIn 155

LinkedIn Case Study Airlines Employee 155

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

Cision

OCTOBER 8, 2015

The brands we showcase in this Social Business Journal are: Dell, Humana, NASA, Southwest Airlines and Walmart. Investing in training employees pays big dividends. When employees understand why it’s beneficial to engage in social media and how to do it effectively, the results are strong and measurable. Employee Advocacy.

Social Media 120

Social Media Brand Branding Airlines 120

ImPRessions - Crenshaw Communications

JUNE 28, 2017

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. And it’s good timing; the airline industry has suffered its share of negative news all year.

Airlines 147

Airlines Insurance Insurance Exercises 147

PRSay

MAY 26, 2023

“Whenever we get into any crisis moment, the guiding principles for us are compassion and action,” said Linda Rutherford, chief administration and communications officer for Southwest Airlines. We needed to be sure that we had good information getting out to our employees, so that they, in turn, could educate customers,” she said. “We

Airlines 60

Airlines Crisis Communications Employee 60

PRSay

FEBRUARY 24, 2017

It’s also a skill the communications team at Southwest Airlines has mastered. That’s why communications teams and the executives they report to often just scan the metrics without fully understanding them.The solution is to “socialize” the data, says Southwest Airlines senior communications specialist Cindy Villafranca.

Social Media 117

Social Media Airlines Media Meeting 117

ImPRessions - Crenshaw Communications

MAY 22, 2017

A successful narrative doesn’t have to be about a Bezos or a Branson, but it does usually need to involve people – customer testimonials, community impact, employee motivation. In fact, employees can be both a rich source of stories and a powerful channel through which to tell them.

Brand 185

Brand Branding Marketing Wireless 185

5W PR

AUGUST 12, 2024

The Delta Airlines Case: A Cautionary Tale The recent events surrounding Delta Airlines’ reaction to the CrowdStrike outages highlight the critical importance of effective reputation management and crisis preparedness. Public threats of lawsuits by corporations don’t achieve really any reputational benefits.

Airlines 60

Airlines Case Study Reputation Study 60

ImPRessions - Crenshaw Communications

AUGUST 22, 2018

The best PR agency in the world can’t hold a candle to employees who are empowered to do the right thing. But a reputation can unravel quickly when a public-facing employee mistreats a customer. That was my thought when I read @scottmonty’s tweet about an incident involving a Wisconsin Costco.

Customer Service 136

Customer Service Insurance Insurance Banking 136

MaccaPR

JULY 10, 2014

Here’s a question for marketers – what’s the funniest place to be in America right now: in the audience of a Louis CK show, backstage at NBC-TV’s ''Saturday Night Live,'' or in mid-air during a Southwest Airlines 777 flight heading toward Houston? Delta Airlines’ Video Outtakes. Source: Virgin ).

Travel 89

Travel Airlines Hotels Marketing 89

PRSay

DECEMBER 2, 2020

The airlines themselves have to return their fleets to service. On communicating with employees during the crisis: We want to communicate to employees first, before communicating to the outside world. It certainly doesn’t reflect a majority of the 100,000-plus employees at the company. We were playing catchup.

Crisis Management 107

Crisis Management Crisis Crisis Communications Airlines 107

PR Matters

MAY 27, 2014

Alternatively, consider the behaviour – the actions, communications and customer service – of successful companies, such as Ben & Jerry’s , innocent drinks , Dove and Southwest Airlines. They value their employees as much as those who value their brands. They do their work responsibly and are part of their communities.

Airlines 162

Airlines Advertising Advertising Writing 162

David PR Group

MAY 20, 2019

The planes have been grounded until further notice, and American Airlines, for example, has cancelled all 737 Max flights through August 19. (If When airlines have brand and image problems, they have a couple go-to solutions which won’t work for Boeing. See Two Seats Away From Not Hating Delta Airlines. The second is pricing.

Airlines 90

Airlines Travel System Reputation 90

ImPRessions - Crenshaw Communications

APRIL 10, 2018

” Most significantly, he blames lower-level employees, saying they “misinterpreted” the company’s sales incentive policy. If 1% (over 5000) employees are fired for defrauding their customers, how can management not take responsibility for this behavior? CEO Oscar Munoz, United Airlines . Apology accepted?

Interviews 170

Interviews Media Training Training Video 170

Presspage

MAY 29, 2017

The violent removal of a passenger from an overbooked United Airlines flight triggered an outraged public to post heated comments all over the media. Hundreds of earlier incidents with involuntary deplaning resulted in conflicts between airlines and passengers. At United Airlines, this was all clearly absent.

Journalism 79

Journalism Airlines Brand Branding 79

Stephen Waddington

OCTOBER 10, 2020

However business has a unique opportunity to help promote civil discourse for their employees and the communities that they support. It was sponsored by the Institute of Public Relations and supported by Bristol-Myers Squibb, Chevron, Google, HP, Southwest Airlines and the University of Southern California.

Case Study 139

Case Study Airlines Survey Study 139

Sword and the Script

APRIL 15, 2017

See these related posts: Crisis Comms: No one More Reliable than an Employee. They hired an actor to play the role of a fictitious airline CEO apologizing for a network glitch canceling 140 flights. As for the airlines, flying, once a glamorous mode of travel, has devolved into a miserable experience from start to finish.

Corporate 99

Corporate Airlines How To Crisis 99

Communications Conversations

APRIL 17, 2017

Maybe the United CEO was hell-bent on coming out with that initial statement backing his employees. We are not United employees. How could we possibly sit here, analyze United’s actions and have any idea what’s going on behind closed doors? We don’t know the political pressures at play internally.

Airlines 60

Airlines Crisis Employee LinkedIn 60

ImPRessions - Crenshaw Communications

MARCH 31, 2017

Just this week, United Airlines removed two young female passengers traveling on employee passes. Leggings, which were deemed inappropriate for employee relatives to wear while traveling on the airline. Do know that you don’t always need a Big Idea. Sometimes a smaller one can produce huge results. The reason?

Airlines 120

Airlines Exercises Fashion Print 120

ImPRessions - Crenshaw Communications

OCTOBER 13, 2017

The low-cost airline Valujet became AirTran after a fatal crash that was found to be the result of negligence. The most effective rebrandings are rooted in a company’s business goals and the brand’s relationship with its key audiences, including customers, stakeholders, partners, and employees.

Airlines 136

Airlines Crisis Reputation Internal 136

5W PR

MARCH 6, 2020

This global platform combines data science, user-friendly design, and world-class service, to bring businesses and their employees the most rewarding travel experiences possible. If there’s corporate travel involved, TripActions is a must-use platform for managing the ins and outs.

Travel 103

Travel Technology Transportation Airlines 103

The Proactive Report

JANUARY 5, 2015

Reputation is made up of many things – how your stakeholders perceive you, your brand, your products, your executives and employees and your actions. Back in the 1980s Jan Carlzon of Scandinavian Airlines coined the phrase “A Moment of Truth” referring to any interaction a member of the public has with your brand.

Reputation 100

Reputation System Employee Airlines 100

The Stalwart Blog

OCTOBER 1, 2020

We saw American and United Airlines also announced that they are effectively furloughing, if not completely letting go, tens of thousands of workers themselves. They’re going to have anxiety as well, and not just from what you may be saying, but because they’re also going to see postings from employees.

Communications 78

Communications Airlines Employee Crisis 78

The Stalwart Blog

MAY 9, 2017

Moreover, the order of priority for communicating any corporate response in a crisis should be: Employees. First, employees work on the front lines as the primary brand ambassadors. Give employees the confidence that you support and appreciate the help they will give to communicating this to others. Stakeholders.

Crisis 90

Crisis Airlines Employee Fashion 90

Presspage

AUGUST 20, 2024

Airlines were particularly hard-hit, with over 5,000 flights delayed or cancelled, leaving passengers stranded and desperate for information. Not only does it not stop the flow of incoming questions, it can damage team morale and, if the employee in question doesnt have the right answers, further aggravate your customers.

Crisis 78

Crisis Tools Airlines Crisis Communications 78

5W PR

AUGUST 16, 2020

Nonetheless, those that seriously affect the brand, its employees, operations, and leadership can have devastating and long-lasting effects. For the pandemic, there may be several, including customers, employees, shareholders, vendors, the community, and unions. Crises come and go, and many, like the pandemic, can’t even be foreseen.

Crisis Management 88

Crisis Management Social Media Crisis Communications 88

NewsWhip

NOVEMBER 2, 2021

Major food producers have been at the front of employee-led strikes from the last few months, with Nabisco, Frito-Lay, and Kellogg’s being mentioned as examples during the webinar. Typically intentions of striking are announced a few weeks in advance, but then engagement with the employee strike tends to peak during the event itself.

Crisis 78

Crisis Brand Branding Airlines 78

Contently - Strategy

AUGUST 28, 2019

United Airlines’ Hemispheres. The launch of the in-flight magazine was a masterful content marketing move from several airlines, though United’s “Hemispheres” remains the crown jewel. If you want to go abroad with the smallest carbon footprint possible , they’ve got you covered there, too.

Travel 89

Travel Content Marketing Examples Airlines 89

Sword and the Script

AUGUST 20, 2019

We are asking business executives, supervisors, and individual employees to all join in with HR to fix workplace cultures. Employees are a critical piece to any organization’s success and yet one that is often taken for granted, overlooked or shuffled along. When you have engaged employees, you have happy customers.

Employee 95

Employee International Internal Training 95

ImPRessions - Crenshaw Communications

MAY 15, 2018

He spoke from the heart — without regard for the airline’s possible culpability. There was no mention of the customers’ race, or of why a Starbucks employee had called the police. It plans to close 8000 stores on May 29 for a half-day of employee education around racial bias.

Crisis 136

Crisis Privacy Airlines Facebook 136

Barokas

AUGUST 22, 2019

Company culture rests on the values every employee brings with them to the office each day. When your customers believe in your organization like your employees do, it means more business. Your employees are your biggest advocates. How do you define company culture? New research from Inc.

Customer Service 84

Customer Service Company Strategy Communications 84

Communications Conversations

NOVEMBER 19, 2021

However, as more execs started using LinkedIn as a tool to reach employees, customers and prospects, one theme started to emerge: These execs were just mouthpieces for the company. Surely by now you’ve been the video below of her making an emotional announcement to employees. Like this post about his wonderful dog, Oliver.

LinkedIn 88

LinkedIn Employee Airlines Corporate 88