The United Airlines incident in 2017 likely led to significant changes in corporate strategies and business models in the airline industry. It highlighted the importance of customer service and the potential reputational damage that can occur when it is not prioritized. Airlines may have implemented more rigorous training programs for their staff to handle such situations better. They may have also revised their overbooking policies to prevent similar incidents. Furthermore, it could have prompted airlines to invest more in crisis management and public relations to better handle any negative publicity.

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The CEO Next Door

There are four behaviors associated with success as a CEO: making decisions with speed and conviction; engaging with others in a way that drives resul...

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Recall the overbook United Airlines flight in April 2017, when a doctor was physically dragged off the plane by a security officer? It was a nightmare scenario for United, captured in numerous cell phone videos that quickly went viral. The attendant just wanted to avoid further delays; the security officer just wanted to respond to the call for help from the attendant; the company's management just wanted to support the employees and save face. Everyone was reacting under transactional pressure—but none of these reactions served the aspirational intent of the company's professed commitment to customer service.

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The four behaviors associated with success as a CEO can be applied in crisis management situations like the United Airlines incident in the following ways:

1. Making decisions with speed and conviction: In a crisis, quick and decisive action is crucial. The CEO could have immediately acknowledged the incident, apologized, and outlined steps to prevent such incidents in the future.

2. Engaging with others in a way that drives results: The CEO could have engaged with all stakeholders, including the victim, employees, and the public, to address their concerns and find a resolution.

3. Relentless reliability: The CEO could have ensured that the company's response was consistent and reliable, reinforcing trust in the company.

4. Adapting boldly to new challenges and scenarios: The CEO could have used this incident as an opportunity to review and improve the company's policies and procedures, demonstrating adaptability.

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