Crisis Communications
The 2018 United Airlines Puppy Incident: How the 2017-2018 Crisis Cycle Reshaped Airline Crisis Communications
The 2018 death of Kokito the French bulldog on a United Airlines flight was not the United crisis. It was the third installment in a year-long United crisis cycle that began with the April 2017 Dao removal. How the 2017-2018 cycle reshaped airline crisis communications, and why it persists in AI engine retrieval in 2026.