Learn Something Good From United Airlines’ Very Bad Reaction

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.

http://www.socialmediatoday.com/smt-influencer/uniteds-social-media-nightmare-what-went-wrong

 

 

 

One thought on “Learn Something Good From United Airlines’ Very Bad Reaction

  1. Rafo Saldaña says:

    If transporting their 4 employees was so important, United could have raised the $ offer instead of doing wrong to 4 customers. Mistakes are paid with money, not with insults. Do what’s right always.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s