Comments on: American Airlines’ Reputation Crisis http://davefleet.com/2008/04/american-airlines-reputation-crisis/ Exploring the intersection of communications, marketing and social media Fri, 21 Nov 2008 06:06:20 +0000 http://wordpress.org/?v=2.6.3 By: David Jones http://davefleet.com/2008/04/american-airlines-reputation-crisis/#comment-977 David Jones Mon, 14 Apr 2008 05:30:25 +0000 http://davefleet.com/2008/04/american-airlines-reputation-crisis/#comment-977 And now the crisis blog has launched: http://blog.holtz.com/index.php/weblog/american_airlines_quiet_launch_of_a_crisis_blog/ And now the crisis blog has launched: http://blog.holtz.com/index.php/weblog/american_airlines_quiet_launch_of_a_crisis_blog/

]]> By: David Donar http://davefleet.com/2008/04/american-airlines-reputation-crisis/#comment-972 David Donar Sat, 12 Apr 2008 18:55:25 +0000 http://davefleet.com/2008/04/american-airlines-reputation-crisis/#comment-972 If American keeps this up, they'll have to change their name to American't. http://politicalgrafitti.blogspot.com/2008/04/americant-airlines.html If American keeps this up, they’ll have to change their name to American’t.

http://politicalgrafitti.blogspot.com/2008/04/americant-airlines.html

]]> By: Michael Allison http://davefleet.com/2008/04/american-airlines-reputation-crisis/#comment-969 Michael Allison Sat, 12 Apr 2008 16:45:20 +0000 http://davefleet.com/2008/04/american-airlines-reputation-crisis/#comment-969 Note, the following was written from the comfort of my armchair: Dave, Good observations. I'm not sure if this is a snap inspection, but if it was expected, you'd assume that the company would already have a plan in place so that it could respond faster. It's a difficult situation when emotion (anger over flight cancellations) is pitted against facts on the ground (wiring must be inspected). It looks like American Airlines will be in the situation of having to "make it up" to the customers by providing something after this is all over. The damage has been done. Can they staunch the bleeding? They must also provide some sort of guarantee that it will not happen again (only if it won't). Lastly, what will their message be looking forward? Will they be able to claim "We have the most-inspected fleet in the sky: we're safe!"? I go to a grocery store near my house that has been undergoing extensive renovations. All the staff have T-shirts that say "Sorry for the mess, but no pain, no gain." In this case, AA can direct that message on themselves. They can atone, learn from and acknowledge their mistakes, and take this as an opportunity to reach out and maybe take a more personable approach from now on. From my mere Master's paper, I've noticed much crisis response comes down to corporate culture. Is it a culture of CYA (Cover your ass) or one of accepting responsibility? Note, the following was written from the comfort of my armchair:

Dave,

Good observations. I’m not sure if this is a snap inspection, but if it was expected, you’d assume that the company would already have a plan in place so that it could respond faster.

It’s a difficult situation when emotion (anger over flight cancellations) is pitted against facts on the ground (wiring must be inspected).

It looks like American Airlines will be in the situation of having to “make it up” to the customers by providing something after this is all over. The damage has been done. Can they staunch the bleeding? They must also provide some sort of guarantee that it will not happen again (only if it won’t). Lastly, what will their message be looking forward? Will they be able to claim “We have the most-inspected fleet in the sky: we’re safe!”?

I go to a grocery store near my house that has been undergoing extensive renovations. All the staff have T-shirts that say “Sorry for the mess, but no pain, no gain.” In this case, AA can direct that message on themselves. They can atone, learn from and acknowledge their mistakes, and take this as an opportunity to reach out and maybe take a more personable approach from now on.

From my mere Master’s paper, I’ve noticed much crisis response comes down to corporate culture. Is it a culture of CYA (Cover your ass) or one of accepting responsibility?

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