Filters

Posts: John Bailey

For Airlines, Real-Time Crisis Communications Becomes Even More Real

For Airlines, Real-Time Crisis Communications Becomes Even More Real

by John Bailey and John Bradbury| April 18, 2018

Ever since Virgin America became the first airline to offer on-board Wi-Fi in 2008, it didn’t take Nostradamus to predict that the day would come when an aviation emergency would be broadcast live in real-time by a passenger using this new online connectivity option. After all, from terrorist attacks to natural disasters, few major events […]

Preparing for Crises in a Hyper-Visible World

Preparing for Crises in a Hyper-Visible World

by John Bailey| October 4, 2017

The dramatic photos and videos of an engine explosion taken by passengers on an Air France A380 super jumbo flying from Paris to Los Angeles last week were a reminder of the hyper-visible world in which airlines now operate. Any incident, no matter where it happens, may be seen by people around the world in […]

Easy to Criticise – Harder to Get It Right

Easy to Criticise – Harder to Get It Right

by John Bailey| April 21, 2017

Now that the dust is settling on the United Airlines saga, what else is there to say about this latest example of the power of unhappy customers armed with smartphones to turn a badly-handled service issue into a full-blown reputation firestorm? This one ticked all the boxes, with screaming headlines, stern editorials, social media memes, […]