by Valerie Train
You’ve seen the memes…you’ve seen the Tweets… But do you really know what’s going on with United Airlines? Well, in short, United Airlines over-booked a flight, then everything went downhill from there. In order to get crew members on the flight and to their next destination, United sent airport police onto the plane to remove a few randomly selected & very unlucky passengers. Within a few minutes an over-booked flight ended with officers dragging a man off of the plane against his will. This passenger was bleeding, missing teeth, and reportedly diagnosed with a concussion among other injuries.
Sounds terrible right? Well, just when you thought it couldn’t get any worse, United Airlines released one of the worst apologies of all time:
“This is an upsetting event to all of us here at United. I apologize for having to re-accommodate these customers. Our team is moving with a sense of urgency to work with the authorities and conduct our own detailed review of what happened. We are also reaching out to this passenger to talk directly to him and further address and resolve this situation.”
– Oscar Munoz, CEO, United Airlines
United Airlines’ crisis management and “commitment” to Public Relations Excellence were abysmal. United’s CEO, Oscar Munoz, who is already in hot water for the yoga pants incident a few weeks ago, released an inconsiderate backhanded apology. While he did apologize twice, he never actually said he was sorry for what happened. When dealing with stakeholders, apologizing and being truly remorseful for your actions are two very different things.
We wonder if his “apology” had anything to do with this…