This past week saw American Airlines suffering through a slew of bad press as a result of a stewardess, who clearly needed a mental health day, berating a passenger for asserting that he was indeed allowed to have orange juice as a part of his first class package. This quote from the watchdogs at The Consumerist sums up the situation:
Something went very wrong on American Airlines flight 614 from Sacramento to Dallas this Sunday, December 6th. An American Airlines stewardess having an extremely bad day flipped the frak out on a first class passenger for asking for a glass of OJ and gave him a written warning from the captain for, “threatening, intimidating, or interfering with a crewmember.”
Time and time again we have seen huge companies forced into crisis management mode by the actions of their front line employees – by now it should be no secret that thorough PR and media training is just as important for these individuals as it is for those in the C-suite.
The BCM Blogging Team
https://www.bernsteincrisismanagement.com/