What American Airlines got right

By Mikayla Williams
April 24th, 2017

Over the weekend yet another airline had a video go viral for all the wrong reasons. The video shows the aftermath of a woman getting hit with a stroller while holding her child.

Now, a company as big as, say, United or American Airlines cannot always control what their employees do. But, they can control how they respond in a crisis.

Here’s what American Airlines got right:

  • Quick response. American Airlines quickly responded and didn’t leave room for anyone else to speak for them.
  • Genuine apology. The airline actually apologized to the passenger. This was a mistake United made (they didn’t apologize to the wronged passenger in their original statement).
  • Strong statement. The statement is well-written and contains an apology, opens an investigation and denounces the actions by the flight attendant.

These are all things United missed in their communications after the crisis two weeks ago on the flight from Chicago to Louisville.

Maybe American Airlines learned from United’s mistakes. Maybe they have a great PR team. Either way, they handled their crisis quickly and professionally, making them the standard for how an airline should respond to a crisis.

Read more about what we had to say regarding United’s recent crisis here and here.

By | 2017-04-28T17:03:17+00:00 April 24th, 2017|Uncategorized|Comments Off on What American Airlines got right

About the Author:

Never a wallflower, Mikayla applies her creative energy and way with words to social media and content marketing campaigns. In addition, she supports many of our client teams through managing the details that keep projects moving in the right direction and creating exciting content. Mikayla is HubSpot Certified in Inbound Methodology and is Vehr’s resident Google Analytics expert. Outside of work, Mikayla is involved in HYPE Connections and can be found trying out local restaurants.

Mikayla is a Xavier University graduate with a degree in PR and minors in business and psychology. She started at Vehr as an intern, and after graduation she joined the team as an account coordinator. Prior to joining Vehr, she interned at Just Fabulous Inc., where she monitored social media, created media stylebooks and sent apparel samples to stylists and magazines across the country.