Another case of the big guy blaming someone else – and losing the opportunity to do something good. Not only was the incident of the man being dragged off the plane horrific to see and hear, but the response from the president of United was nearly as bad. Have these people learned nothing about kindness or corporate responsibility?
My social media is still full of reactions to this; none of them good.
United also did not apologize, did not take responsibility, and did not demonstrate empathy in either the leggings or the viral video case, as it did with the system outage. Further, the company used industry terms like “Contract of Carriage,” “overbooked,” and “re-accommodate” instead of talking like their passengers would talk.
These stories are a reminder to all brands that offline experiences can quickly come online, and if brands don’t get the offline experience right, they will suffer the consequences in social media. Everyone with a smartphone can snap a photo of their poor experience and post it to Facebook or Twitter in mere moments – and they’re doing so, at an alarming rate for brands. When this happens, friends and followers are witnesses to the experience and often rally to support those who feel affronted.
Here is a link to an excellent review of this situation on Social Media Today… take a few minutes and let’s be the professionals who stand up for what is right.