Process Essay: The United Airlines Crisis

United Airlines are a prime example of a company that encountered a major crisis and how they handled it the first time, made it ten times worse. On April 9th, 2017, flight 3411 was announced that it was overbooked and they asked for volunteers to give up their seat. Even though the airline was willing to accommodate them by giving the flight vouchers and hotel stay, and a chance to fly the next day, no one volunteered. The company decided to choose random passengers to get off the plane. One passenger, who was a doctor and had to get to his patients, was forcefully removed from the plane when he was chosen to get off. The crisis started when a cell phone video recording of the incident was posted on social media. It got worse after the CEO's so-called apology. His word, "This is an upsetting event to all of us here at United. I apologize for having to re-accommodate these customers." After that cold and uncaring statement, it casts United Airlines in an even bigger negative light. …show more content…
United Airlines would have to locate the customers that were heavily impacted, and show empathy while apologizing. I would make sure that the CEO actually gave a heartfelt statement, and accommodated customer that were removed with the hotel and plane vouchers. Also, I would make sure to locate the doctor that was injured, and have the CEO's give him a public and heartfelt apology for the injuries that the accident caused. Preferably, on a live stream on YouTube, Facebook or a news channel so the people can see the CEO and the employees are human, they are going to make mistakes but they will learn from them and become

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