Social Media Effects On American Airlines

On March 31st, 2008, the Son of Maxwell band members were boarding a flight with United Airlines from Halifax, Canada to Omaha, Nebraska. This flight was in anticipation for their week of performances for their pop-folk music fans over in Nebraska. During a flight connection stop in Chicago, passengers of the plane noticed cargo being mishandled by United baggage handlers. While these actions were taking place Dave Carroll and his bandmates watched in agony as they saw Dave’s $3,500 Taylor guitar tossed carelessly into cargo. Concerned for his possession he turned to the flight attendant for help who then directed him to speak to the lead agent outside. Once doing that he was then told to speak to ground crew in Omaha, but failed to do so because
In response he advised that he would make a video illustrating his experience with United and would post is on YouTube with the goal of getting one million views. Needless to say this provoked a reaction from many people, including United themselves after this video took off immediately on social media. United Airlines received terrible PR which caused their stock prices to suffer with a 10% drop costing shareholders $180 million. Not only that but they had dozens of angry customers belittling and berating the company on social
They first would need to establish the goals they want to achieve. Then they need to take a look at their current social media channels and how they’re either hurting or benefiting the company. This will allow United to figure out through social media what sites their target market uses and what their competition is implementing with their own strategy. Now after learning about their target market’s desired social media activity, they can go ahead and focus on improving existing social media profiles or starting new ones on different social media platforms. From here they can make specific social media accounts to address their customer’s complaints, and concerns without interfering with their promotional and advertising based social media pages. This was their “image” is not tarnished by harsh public comments but rather those complaints directed to a account specific for those cases.
United should have realized that social media venues are becoming the most common way through which consumers exchange information with each other. This is the most convenient way for customers to find out good and bad reviews from everyday people, as well as close family and friends. Knowing this, United could have better can monitored, tracked, and analyzed online communication about their