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

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

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

Cision

DECEMBER 4, 2017

United Airlines came under fire for forcefully dragging a passenger out from the overbooked flight number 3411 as a video recording of the incident went viral on social media. All of this happened because United Airlines chose to ignore the gravity of the situation. As a result, the company and Munoz, both came under intense criticism.

Crisis 271

Crisis Branding Brand How To 271

ImPRessions - Crenshaw Communications

MAY 15, 2019

With the release of audio from a tense November 2018 meeting between the American Airlines pilots’ union and Boeing executives – after the Lion Air crash but before the Ethiopian Airlines accident – the scope of the company’s miscalculation is apparent. The narrative has moved from tragedy to scandal.

Reputation 245

Reputation Airlines Automotive Software 245

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

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 Branding Brand Airlines 78

Presspage

NOVEMBER 8, 2024

be very different from the tone of voice you use to address the families of your employees. To avoid this, companies need to remember to also inform their own employees and keep them updated on what is going on. Particularly airlines and their passengers suffered the repercussions. Over 5,000 flights were cancelled or delayed.

Crisis Communications 78

Crisis Communications Crisis Communications Reputation 78

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 106

Crisis Management Crisis Crisis Communications Airlines 106

Flatiron Communications

NOVEMBER 23, 2015

Since the Paris attacks, we’ve also seen ill-conceived behavior by at least one heretofore well-regarded company – Southwest Airlines. Apparently the airline bowed to a passenger’s xenophobia over some fellow Arabic-speaking American passengers: “One incident involved two friends from Philadelphia.

Airlines 28

Airlines YouTube Groups Training 28

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

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

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 Branding Brand 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

OCTOBER 22, 2021

Things began to continually get worse,” said Kristin Seay, Delta’s director of employee communications. Delta’s communicators also had to reach employees who don’t work in front of computer screens. “We The company’s communications team found itself pivoting into crisis mode.

Crisis 78

Crisis Airlines Travel Internal 78

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 115

Social Media Airlines Media Meeting 115

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

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

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

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

Melissa Agnes

JUNE 3, 2014

However, as we saw with the case of Phonedog vs. Kravitz there is risk in allowing employees to tweet from their own accounts, or tweet from accounts that have their name + your organization’s name in the handle. Can You Sue Former Employees for Social Media Accounts?

Airlines 206

Airlines Crisis Wikipedia Social Media 206

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

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 Branding Brand 79

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

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

Communications Conversations

APRIL 3, 2020

Comms teams have been on full-tilt since early March communicating with employees and stakeholders seemingly non-stop. WHY #1 – these profiles serve as an additional way to build trust with employees, customers and shareholders. It’s absolutely nutso. And, there’s really no end in sight (sometime in May, please!).

Tools 78

Tools Airlines LinkedIn Crisis 78

David PR Group

APRIL 8, 2019

The international grounding of the Boeing 737 Max 8 impacted dozens of airlines and thousands of passengers, and it represent ed a logistical nightmare for every airline. Employees who are monitoring online activity (reviews, social media accounts, etc.) And it’s not Southwest’s fault that the planes are out of service.

Crisis 58

Crisis Airlines Reputation Travel 58

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

PRSay

SEPTEMBER 20, 2021

In August, United Airlines announced that all of its 67,000 employees must receive COVID-19 vaccines or risk losing their jobs. The airline, the first U.S. We know some of you will disagree with this decision to require the vaccine for all United employees,” the airline told its staff by email.

Airlines 170

Airlines Employee Communications Exercises 170

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

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 91

Travel Content Marketing Examples Airlines 91

Doctor Spin

APRIL 17, 2023

Southwest Airlines. Southwest Airlines is known for its friendly and fun-loving flight attendants. Southwest Airlines employees celebrate passenger’s 104th birthday. Host a community cleanup event or volunteer day with employees and customers. 4 Ormont Blumberg, P. 2021, August 11). link] 3 Nordstrom, Inc.

Strategy 52

Strategy Customer Service Airlines Hotels 52

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.

Branding 185

Branding Brand Marketing Wireless 185

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

NewsWhip

MAY 12, 2023

Delta had the most engaged article by making history Delta is often among our top 250 brand stories due to its employees receiving positive spotlight, and this month the airline had the top article overall with a story about Stephanie Johnson — the woman who became the first black female pilot captain back in 2016.

Branding 78

Branding Brand Instagram Airlines 78

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 86

Employee Internal International Training 86

Communications Conversations

FEBRUARY 9, 2017

Let’s hear all about her in this month’s installment of PR Rock Stars: You’re the marketing manager for Sun Country Airlines–and you’re a boomerang employee, back after a few years away. In continuum, the same opportunity opened back up for me at Sun Country Airlines. The employees are family.

Airlines 60

Airlines Travel Employee Course 60