United Airlines Public Relations Crisis
Untied Airlines went through a severe public relations crisis after the United Express Flight 3411 incident, which Dr. David Dao was dragged out off the flight violently.
At the same day of this incident, United CEO Oscar Munoz released an announcement by saying “This is an upsetting event to all of us here at United. I apologize for having to re-accommodate these customers. ...We are also reaching out to this passenger to talk directly to him and further address and resolve this situation.” This statement did not look like an apology directly to David Dao. He simply used the word “re-accommodate” to describe what happened on the plane, which including hitting a paid passenger and dragging him out of
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Munoz’s letter to United employees regarding this incident was disclosed to public. In that letter Mr. Munoz said “…While the facts and circumstances are still evolving, especially with respect to why this customer defied Chicago Aviation Security Officers the way he did…Our employees followed established procedures for dealing with situations like this. While I deeply regret this situation arose, I also emphatically stand behind all of you, and I want to commend you for continuing to go above and beyond to ensure we fly right….” Also, he described David Dao as having been “disruptive and belligerent” in the Summary of flight 3411. These documents still did not mention an apology to the victim, but more focus on Mr. Dao’s “rude” actions and why he did not follow the request of attendants and the security. These document look like that Mr. Munoz was blaming the victim while implying that his employees did nothing wrong but only follow the right procedures. This inside letter and United’s bad apologetic attitudes aroused a public outrage, especially among the Asian groups. The public influence was so terrible and severe that many people started to post things on twitter and other social media to show that they want to boycott United Airlines. Some people even slammed that United Airlines discriminated against Asians, and that was why they chose Mr. Dao to leave the airplane and treated him so violently. The accusation of discrimination pushed United to the cusp …show more content…
Also, United Airline’s stock dropped sharply during that time. Under these pressures, Mr. Munoz have to announced another apology letter two days later: “… I want you to know that we take full responsibility and we will work to make it right. … This will include a thorough review of crew movement, our policies for incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement. We’ll communicate the results of our review by April 30th.” United Airlines finally realized the problems they have, including overbooking issue, service attitudes and communication issues. However, the tone and the attitude of the previous inside letter was quite inconsistent with this pubic announcement. therefore, some people still did not buy their responses. April 30th was 20 days after the incident and those people thought that United Airlines was attempting to buy time to wait the public outrage and negative social affects of this incident chill out. And that that time, there would be less people still pay attention to this
Nonetheless, after the court trial, it was decided that Southwest Airline’s marketing policy that involved hiring of attractive female applicants only was a violation of Title VII under the Civil Rights Act of 1964. In addition to the hiring of attractive female flight attendants, the airline company had also made it a requirement that hired applicants should only be of a maximum height of 5 feet 9 inches. Notwithstanding, the court ruled that, the restriction was a barrier to hiring of men applicants and that it was violation of the same act. As a result, the airline company set aside a $1 million fund for penalties alone after the court ordered the company to pay the plaintiffs $275,000 (Justia,
According to (Lawrence, 2004) “The airline industry remained solidly opposed to deregulation until the hearings in the spring of 1977, when for the first time United CEO Richard Ferris came from the hotel industry, not the airline, and some said that his conversion to the need for deregulation was the result of a failure to understand the working of air transport.” (p. 227) With the passage of the ADA and the established timeline for termination of the CAB many changes took place within the airline industry that had never before been seen. Almost overnight, in some cases the market was opened for immediate entry for the airlines. This particular thing was almost impossible before deregulation.
Dan Cooper, now famously known as D.B. Cooper due to a mix up by the media in the early days of the investigation, was the embodiment of nondescript being about 45 years old, standing around 6 feet tall and weighing in at approximately 175 pounds. D.B. Cooper was wearing a typical business suit and Homburg style hat, which was typical for males in the early 1970’s. He had brown eyes short brown hair and wore no facial hair. D.B. Cooper was a white man and spoke with no discernable accent. No passenger or crewmember took particular note of D.B. Cooper before boarding the airliner.
Flight attendants aboard the plane warned federal agents that the Indian-Americans looked suspicious; therefore, the agents took Hebshi into custody to be searched and questioned. The flight attendants and the federal agents were just trying to make sure that everyone on board the flight was safe. Despite the motives, in any circumstance, racial profiling is wrong. The problem with racial profiling in this case is the woman and the two men made it past extensive airport security; therefore, if they were exhibiting any suspicious behavior it would have already been dealt with by security professionals. The problem with racial profiling in every case is that it violates the natural rights of the person that is being victimized.
The code of conduct for United Airlines starts out with a brief purpose that is not unlike many other large companies. The document is clear that the purpose is to help everyone covered by the document
When the attacks of September 11th occurred, the federal government had to completely close down some airports in the US. This created a negative effect on the industry as it was a shock to their entire organization. Planes in the US and around the world were canceled due to this attack as well. Planes were not flying anywhere, as the plan was to prevent any other attack. Each plane that was cancelled had to be paid by the airline company directly. According to the International Air Transport Association there was a drastic change in the amount of flights between the date before and after the event. Around 37,600 less flights flew the day after the attack had occurred. The number of flights dramatically decreased in those three days; in addition every...
Primarily, the employee was in violation of federal laws, which protect employees regarding slanderous or racially remarks. According to Title VII, it is...
United’s Marketing Determining the marketing strategy for a massive airline, like United Airlines, is fairly difficult and extremely complex. Why? Because each city, season, route, and time of day will have some minor to major difference in how the airline presents itself. The difficulty in marketing and advertising for an airline is harder than other industries because each airline is selling thousands of different products. At first glance, United is selling flights, and that seems to encompass one product.
Along with the low stock index numbers of September 17th, the airline industry and travel stocks were also rocked. One of several airlines announcing layoffs, US Airways said that they would be terminating 11,000 jobs. These heavy losses were contributed to airlines “being grounded last week [week of September 11th], plus passengers have been apprehensive to fly, in the wake of the hijackings” (Stock Markets Reopen 1).
Assuming he spends a couple years in a jail cell and placed on the “no fly list” would be an appropriate disciplinary action. Although, he was doing for the greater good of people, it still does not give him the right to take away the feeling of security from everyone else. It cannot be stressed enough, that he endangered the lives of many innocent lives by committing this crime. When living in any country, there are always certain laws that must be followed fully, in saying whether they are morally right or wrong. Even though, many people will not agree with certain policies that each government enforces, you still have to abide by your government’s laws. Eventually, the banned items were also safely found a board in the restrooms of the tainted planes in the southern areas like; New Orleans, Louisiana, and Houston, Texas. Unfortunately, there may not be a variety of bright ways to draw attention to your beliefs, and expressing your problem to the public. The reason why Heatwole is connected to Thoreau, is to bring out the point that they both wanted to share their own beliefs with the world. They both want a better, safer place for our future generations to live in. Nevertheless, what Heatwole did was wrong. Furthermore, in following he’s footsteps, by threatening the lives of countless people and his own, and smuggling concealed items that the TSA have
Conitue to promote "The Low Fare Airline" slogan especially with the advent of raised ticket prices from Untied.
As indicated from the case, when Bob found out about Al’s trip to Detroit, he got very upset as he did not know that Al was there to close the deal with Delta Corp. This example shows a lack of communication between Bob and Al. I believe its Al’s responsibility to make sure that all the important, critical information is known to Bob and to other senior
United Airlines aircraft have soared through the skies for more than 70 years. Initially used to transport U.S. mail, the planes soon took on a few adventurous passengers. In a matter of years, air travel was embraced by the general public, creating a demand for larger, faster, more luxurious aircraft.
This was a sad day for everyone in both the immediate and extended “Delta family,” a day perhaps as sad in its own way as the death of Mr. Woolman almost 40 years before. The sadness mixes with fear by employees and retirees, their families, stockholders, customers, vendors, taxpayers, governments and all others among the tens of thousands impacted by the bankruptcy. Leadership decisions by Delta’s Board and CEO’s over a long period of years laid the foundation for Delta to be in a position where the factors would have a large enough impact to result in bankruptcy. By promoting Ron Allen to CEO, primarily because he had moved up the chairs in the company through Beeb’s efforts, the Board showed their lack of awareness of the need for a strategist to deal with the fundamental changes taking place in the airline industry. Then the Board brought in Leo Mullin and gave him free rein for 6 ½ years to turn a cash rich company into one in such poor shape financially that his successor had to turn to expensive sources of money to keep the company
1- Issues The main issue of this case is the lack of profits of the airline industry, an industry that should be more than profitable due to the large amount of customers, the necessity of using airlines’ services and the high prices charged by most of these airlines. What we are going to deal with is, why is this happening? And how is American airlines dealing with this problem?. To be able to discuss how American airlines wants to regain profitability, we must identify and analyse different issues such as, the company’s background, the airline industry as a whole, the demand for air travel, the marketing strategies, the distribution systems, pricing policies etc.