United Airlines has come under intense scrutiny after a video showing a passenger being violently dragged out of a United flight by police went viral. In the aftermath of the video, United Airlines CEO, Oscar Munoz, made a series of public relations missteps in handling the crisis. Doug Simon, Founder and CEO of D S Simon Media, gives his take on how the situation could have been handled differently.
Doug Simon’s VlogViews:
“United’s problem started operationally. They didn’t have an overbooking plan when people were already on the plane. United, notoriously, has had a poor relationship with employees. From his letter to employees, Munoz clearly was thinking of them not the public. That doesn’t work anymore.”
“PR Week mistakenly honored business success not communications success when they named Munoz “Communicator of the Year.” This is clear in Editor-in-Chief Steve Barrett’s opinion piece on the debacle: http://bit.ly/2omXNQS Based on Munoz’s internal memo, regardless of his success in business, it’s doubtful his credentials as a communicator and as a human being capable of empathy were ever impeccable.”