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. To announce a new strategy. It’s not always about crisis management.

Trade Shows 271

Trade Shows Airlines Leadership Corporate 271

ImPRessions - Crenshaw Communications

DECEMBER 18, 2017

Southwest Airlines’ soft landing. Everyone recalls the PR fiasco United Airlines experienced in April when footage of a dazed and bloodied passenger being dragged from his seat went viral. But consider how Southwest Airlines handled a tricky passenger situation in September. Well handled.

Crisis Management 149

Crisis Management Crisis Airlines Viral 149

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

Samantha Guthrie and Hota Kotb announced Lauer’s sudden departure with grace and poignancy – in real time, on live television. United Airlines. As images of the bloodied man being dragged from his seat by airport police went viral, the airline made things worse with a series of legalistic and tone-deaf public responses.

Airlines 180

Airlines Reputation Journalism Crisis 180