What to learn from United #3411

This will not be exclusive. Everyone with an interest in communications and crisis communications, in particular, will write (or has already written) about what has happened in Chicago on United flight #3411 before heading to Louisville. In short: A passenger was forcefully pulled out of a plane by the airline. The brute force used by the security staff was well documented on several videos which went viral within minutes. The reason for what United later described a “re-accommodation” was not an overbooking, but the fact that they wanted to put four United employees (non-revenue passengers, that is) on the plane, instead of paying customers. This alone is already crying out for a massive “shitstorm”. But it was just the beginning. Read more