The Not So Friendly Skies

The following is a MediaNote Classic. It was originally presented to MC101 students in May 2017.

United Airlines used to have an advertising campaign with the tagline "Fly the Friendly Skies." They had to retire that line after the beating of a paying passenger in April 2017. Here is the cell phone video of the incident. NPR discussed the public relations fallout.

Questions...

•How should United Airlines have handled the situation with Dr. Dao? What part of it is the worst for the airline's image?

•Is the United brand name damaged beyond repair? If two flights are nearly the same price and time, would you fly United or avoid it?

•Does it matter from a PR standpoint that passenger cell phone video exists?

•What other public relations disasters can you think of where a company's image was badly damaged?