Impacts of the incidents to the corporate reputation
The events described have different implications for the united airlines’ status. One of them is that different customers lose their trust in the company. Another impact is that the company’s image has been destroyed following the occurrence of the incidents. Additionally, there is a drop in the company’s rating.
- Whether the events impact the company’s identity, image, or both
These incidents affect both corporate identity and image. This is because customers have started viewing the corporate as a non-caring organization and have lost their interest in it. For this reason, the company has registered a drop in its rating, showing that their identity has been tainted. The case of barring the girls from boarding the aircraft indicates that the corporate is discriminating against people following their gender. People mocked this incident, and it tainted the image of the company.
- Whether the event constitutes a crisis
From the information given in this case, the incidents constitute crises. In Dr. David’s fact, some crises occurred when forcing him out of the plain. These crises attracted security officers to join and help in neutralizing the situation. From the disasters that happened, the management had to apologize and assure citizens that measures to prevent future occurrence of such incidents will be blocked. The case of throwing out the two girls wearing leggings also leads to crises. From the disasters, members of the society reacted on the matter, which forces the management to intervene and explain the causes.
- Whether the corporate engaged in effective crisis management and steps to follow to manage such a crisis as a public relations manager.
The united airlines engage in compelling crises management in that they address all the cases explaining the cause of their occurrence. Furthermore, they apologized to the affected individuals and further took an effort to remind their customers of what the law states on the matter concerned. They also gave an assurance of total prevention of future occurrence of such mistakes. The steps that I could recommend would be apologizing for the affected individuals first, then give guidelines to the attendant on how to address different issues they may encounter to minimize possibilities of dramas, enforce a teaching program where individuals would be taught on the rules and regulations followed within the corporate, and give assurance of total care provided to our customers.
- What to do to regain trust from the customers
For the company to regain its confidence, a lot has to be done. First, the company has to evaluate its staff and determine their effectiveness. The second thing would be enlightening society on the policies set to govern the organ. It would be necessary for the company to communicate on the incidents widely to inform their customers that they are taking that matter with the seriousness they deserve. This will make the customer feel that their interest is taken care of. The other thing would be apologizing to the affected person. Further, teaching their customers on do and don’t will work on their favor. The last activity would be creating a pleasant working environment and assuring their customers that measure has been put in place to prevent future occurrence of such incidents.