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Showing posts from April, 2017

United Airlines failing in PR after Dragging Screaming Doctor off Plane

Having just flown with United last week and having flown millions of miles with the airline, I'll admit that the recent video of an Asian medical doctor being dragged off the airplane (UAL 3411) screaming seemed excruciating from a PR perspective. The airline has always been good to me, but the last 72 hours has me a little bit grateful, my next flight, in about a week or so, is on American.

Making matters worse is that the incident has become the mockery of memes on Facebook and social media like this:

United Airlines Training Video
It's bad when it your crisis becomes news, it's another thing when you become the laughing stock of the internet (trending as #NewUnitedAirlinesMottos) It's happened before when United smashed the guitar of a famous musician. Then there's the suggestion that Twitter is proactively deleting posts. Meaning, the company is paying a staff of their own (or using automated software) to likely report and remove tweets as against Twitter'…

Kuwait Airways, a case study.

I'll admit, I didn't plan on writing about Kuwait Airways' public relations. Initially, I reached out to them as preparation for a series of articles on India I was writing for another publication. My plan was to informally include the airline and to obtain press materials to accurately present the organization in the travel series. However, soon I found myself down the rabbit hole and into a communications Wonderland, vacant of actual outreach. The Mad-hatter experience felt like an interesting case-study which I felt was worth posting online. An experience that was both pleasantly surprising and completely frustrating from a PR perspective.
A few weeks ago, I needed to book the flight for an article I was writing on India. I came across Kuwait Airways who was offering idyllic rates on their fares from New York to Bangalore India. Working freelance, I'm always trying to keep costs down. The airline has a rocky reputation online with regards to their aging fleet prior…