Charles Lankester
Apr 13, 2017

Could data and humanity have saved United Airlines?

Charles Lankester, at Ruder Finn Asia, explores the four things the embattled airline could have done to avert what has developed into a massive PR disaster.

Charles Lankester

The treatment of the passenger being removed from United flight 3411 was appalling. United’s management of the situation will also prove to be a case study in what not do when managing a spiralling reputational crisis. Based on what United taught us last week, there are four very simple lessons for any CEO and their management team.

First, speak human. I appreciate it has been dissected to death, but United’s first response was really...

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