United's Social Media Response Ignores Reputational Risk

The company has some serious work to do in responding to issues on social media that impact the airline's reputation.

, Corporate Counsel


The company has some serious work to do in responding to issues on social media that impact the airline's reputation.

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What's being said

  • J A Tucker

    Nice try and no offense, but United Airlines apparently has more than just a social media response problem. Fifty years of frequent flying and I have ever seen anything like this. I‘ve been on more than a few flights where inebriated, irate, or anxious passengers had to be dealt with. Have never seen this. What bothered me most was the apparent lack of concern exhibited by the so-called security police as they dragged a 69-man, a paying customer minding his own business, down the aisle like a slab of meat. The violence was not done just to him, it was done to us all. Where was the United captain? Whatever happened the policy of the captain or even first officer handling difficult passenger issues? From what I could see, things didn‘t physical until the police decided that violence was faster than conversation. United apparently found another resolution since I understand that the passenger re-boarded. Found a seat somehow. No, the friendly skies airline will be tarnished for a long time. The police didn‘t work for United, but United personnel set the whole thing in motion. Too bad that the hard-working employees have to suffer.

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