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&n 200!' Dave Carroll' a musi(ian' was travelling )rom
Canada to Nebraska via Chicao* His uitar !asmishandled uring this +ight an he was aske toregister )or a (laim at the originating air,ort whi(h he ia)ter returning* A)ter callin various customer carecenters he was -nall# given a re,l# that no
compensation will .e ,ai as he in/t (laim it within 2hours*
He then mae a set o" # videos an share it on $ou%ube an various other social media plat"orms* Hisvideo !ent viral immediately an gaine so mu(h
,o,ularit# that United &irlines had to 'ump into crisismanaement* A)ter this in(ient the# took variouscorrective measures(
However' ue to the in(ient' Dave)s career path tooka leap an he .e(ame )amous overnight*
,udin United &irlines) *esponse :nite/s reaction time was ,rett# goo ; no meia mentions
an less than 20'000 views< an their -rst res,onse was right in(alling Caroll*
Communication channels used were limite an the#res,one iniviuall# .# mail or ,rivate messages ;on 9witter<* 9he ,ossi.le e5,lanation )or this (an .e that it will ,rohi.it thee5isting tweeters to sto, oing it an (a, o the negative re,liesa.out :nite Airlines
9he# actively monitored %!itter "or t!eets( 9heir res,onseinitiall# (onve#e -not.our."ault/ attitude( But =ui(kl# the#(hange it =uite ,ositive an a,ologeti( re,lies
9he# also mentione on 9witter a.out the corrective measuresthe# have taken like onation in a ho,e that it will (alm own,eo,le*
9he whole situation (oul have .een de"used in a better !ayi) :nite ha a renowne s,okes,erson rather than their meiarelations o>(e ,osting on 9witter
Overall United Airlines handled situation in a decent way whichwould reduce the damage