I think we see two things in this post, first the Continental CEO gets off the hook thanks to a timely e-mail communication and some empathy from US Airways. And second, as we saw with Taylor in class today, sometimes an unfortunate event (being called the "ugly girl") turns out to turn heads and make a great time to say something meaningful to an eager audience.
Wednesday, October 27, 2010
Airline chatter turned positive, disaster averted
In contrast to our discussion this morning on airlines and how NOT to handle bad social media "press", I found this example of how I think an airline SHOULD react when things could go from bad to worse. This is from May 2010, when Continental and United were in merger talks. The Continental CEO made some inappropriate remarks about US Airways, that he quickly apologized for. US Airways uses the opportunity to provide a long list of reasons why their recent activity would actually make them a GOOD merger partner.
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Great article! Continental CEO screws up while US Airways makes the smart move of taking the high road. Some of these powerful executives really need a filter to avoid saying things that will ultimately hurt their company.
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