Page 7 - Short Cases 1 United Airlines Teaching Note
P. 7
Observations
2017 proved a trying year for United in terms of negative
publicity. In each of the incidences United failed to come
to terms with the power of social media. Moreover, its
procedures and the way its staff interpreted them left a
lot to be desired and addressed. It seemed that United
staff were applying a false equivalency with the letter of
the law and the actions on the ground.
The damage however, would ultimately not be that
severe and the key to United’s weathering of the storm
lies in its name – United Airlines.
United is the third largest airline in the world, with 86,852
employees (which includes the entire holding company
United Continental Holdings) and 721 aircraft. United
Airlines is a combination of a number of air carriers that
have merged with each other starting in the 1930s.
Twitter had a great time with United’s consistent
meltdown, and aside from the fact animals were dying,
people were being beaten on planes, and teen girls were
being body shamed, people were really nailing some
jokes on-line.
