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MANAGING UPSET®

The "Public Apology Fail" Blog
Because everyone can learn from public mistakes

United Airlines

8/15/2017

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​Too Little, Too Late


We have all seen the footage of aviation security officers dragging Dr. David Dao, in a forcible and degrading manner, off United Express Flight 3411, resulting in the doctor suffering a head injury, a broken nose, and two lost teeth—in front of the entire world. In the age of instantly viral videos, CEO Oscar Munoz needed to offer a swift, effective apology to preserve United's reputation and keep customers from fleeing to competitors. He failed.
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    All articles written by Jason Sackett, PCC, LCSW, CEAP.

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