The United Airlines PR nightmare that could have been avoided

UnitedAirlines

United Airlines has made a lot of mistakes and now it finds itself in a big PR nightmare. The proof ended up on a video that went viral and passengers left in shock.

HOW IT STARTED

United had an overbooked flight from Chicago to Louisville on Sunday. Why do airlines oversell flights?

United needed four seats for four employees who were flying on standby. How come they get priority over passengers who already dished out money for a ticket?

United offered up to 800 dollars in travel vouchers to passengers if someone would give up their seat. No takers. Why didn’t the airline offer more money? Everyone has a price.

United decided to randomly pick passengers off the flight when no one gave up their seat. Three passengers were apparently fine with it but one man was not.  He said he was a doctor who insisted he had to go home.  How did the airline randomly pick passengers?

When the man would not leave, the airline called in airport officers who forcibly dragged the man out of his seat. It was a violent scene. The passenger hit his face on an arm rest and started bleeding. Why were the officers rough with him?

While some passengers were recording video on their phones, others were left in shock and in tears. Who is going to help the passengers now dealing with their own trauma?

Audra Bridges caught everything on video.

UNITED’S CEO RELEASES STATEMENT THAT MADE THINGS WORSE

Problems continued when United’s CEO Oscar Munoz came out with a statement that sounded like a pity party for the airline. He called the situation an “upsetting event” for United.  Did he hear the passenger’s outcry as they dragged the man down the aisle? Did he see the passenger’s bloody face? Now that’s upsetting.

The CEO apologized for “having to re-accommodate”  customers.”  Dragging a man in an airplane is the CEO’s version of re-accommodate?

United_Response,

CNN reported Monday that one of the officers has been placed on suspension. Why weren’t all the officers put on leave?

United’s CEO says the matter is being reviewed. Too late, the damage is done.

My advice to CEO Oscar Munoz is get a better PR team and find the doctor, apologize in person and offer him and his family flights for LIFE.

It’s a start.

Sources: New York Times, CNBC,

 

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About Rebecca Aguilar

Journalism is my life. I've been a reporter for 35 years. My office is the world. During my career I have been honored with 50 journalism awards and nominations. I'm also an Emmy-nominated TV commentator. I'm currently the VP of Programs for SPJ Fort Worth Chapter. I'm also the former VP of Online for the National Association of Hispanic Journalists.

Posted on April 10, 2017, in Breaking News, Uncategorized and tagged , , . Bookmark the permalink. Leave a comment.

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