Marketers and Producers are no longer in the unassailable position as they were a few decades ago. They can’t treat even a single consumer badly, without facing the joint wrath of the larger public who will empathize with this single consumer who saw some kind of injustice from a brand. So instead of facing the wrath of one consumer often companies will have to face the anger of a much wider universe. The United Airlines incident is a great example of the company still being nonchalant in spite of the consumer anger; the incident sparked of dragging an Asian doctor off the plane.
Here is what the CEO of United Airlines has to say:
Like you, I was upset to see and hear about what happened last night aboard United Express Flight 3411 headed from Chicago to Louisville.
While the facts and circumstances are still evolving, especially with respect to why this customer defied Chicago Aviation Security Officers the way he did, to give you a clearer picture of what transpired, I’ve included below a recap from the preliminary reports filed by our employees.
As you will read, this situation was unfortunately compounded when one of the passengers we politely asked to deplane refused and it became necessary to contact Chicago Aviation Security Officers to help.
Our employees followed established procedures for dealing with situations like this. While I deeply regret this situation arose, I also emphatically stand behind all of you, and I want to commend you for continuing to go above and beyond to ensure we fly right.
I do, however, believe there are lessons we can learn from this experience, and we are taking a close look at the circumstances surrounding this incident. Treating our customers and each other with respect and dignity is at the core of who we are, and we must always remember this no matter how challenging the situation.
Well, even though Oscar Munoz, Chief Executive of United Airlines, has expressed his feelings in this memo, it is likely to have a counter effect on the company. Let us see if this brings good luck or not for United Airlines.