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Discussion for Week 1 -- Leadership issue related to the United Airlines incident that went viral ...Question: You are the director of communications at United Airlines. What two or three things would you recommend the CEO of United Airlines to do in response to damage caused by removing a passenger from a flight this past week. Read the articles listed below (see links)(1) On Point Radio Discussion  - Story 1 (https://www.wbur.org/onpoint/2017/04/12/passenger-rights-and-the-united-scandal)(2) New York Times Story -- Story 2(https://www.nytimes.com/2017/04/10/business/united-flight-passenger-dragged.html?action=click&module=RelatedCoverage&pgtype=Article&region=Footer)(3) New York Times Story -- Story 3 (https://www.nytimes.com/2017/04/25/business/united-airlines-david-dao-passenger.html)(4) Story #4  (https://www.wbur.org/onpoint/2017/04/12/passenger-rights-and-the-united-scandal)In the discussion, draw on your readings and your understanding of social media and communications. Put differently, what two or three things do you think the CEO needs to do to repair the damage to the United Airlines brand. Keep in mind, the reporting on the success the CEO (Oscar Munoz) has been credited with after he took over as CEO in 2016.

Answer

Leadership Response to the United Airlines IncidentThe terrifying scenario filmed by United Airlines passengers in mobile phone videos on Sunday was above travelers' usual nightmares in an overbooked train. An unknown individual who refused to be hit by an aircraft shouted as he was wrestled out of his seat by a police officer and pulled by his arms down the hallway. His glasses wandered off, and when uniformed police officers followed, his top stood over his midriff. This incident has caused a lot of uproar on social media. The following are recommendations I could give to the CEO on how to handle this negative publicity. First off, don't attempt to disguise the poor PR as the harm would escalate. Since it has already occurred, as the CEO, you must take responsibility immediately. These w...
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