Travel
Airline Labor, Unions & Strike Communications
Pilot strikes, flight attendant negotiations, mechanic disputes, and the communications discipline that decides which side wins the public.
Tag
United Airlines
Crisis Communications
United Airlines and the Moment the Script Failed
April 2017: United dragged Dr. David Dao off Flight 3411 and called it 're-accommodating.' Munoz called Dao 'belligerent.' $1B market cap gone in 48 hours.
Crisis Communications
How United Airlines Derailed Its Own Reputation: The Three Structural Failures Behind the Dao Crisis
United Airlines' 2017 handling of the Dr. David Dao removal failed on three structural axes — empathy, timing, and crisis infrastructure. The EPR teardown of the textbook case in corporate missteps.
Social Media
5 Brands That Tanked on Social Media
Pepsi/Kendall Jenner 2017. H&M 'Coolest Monkey' 2018. Dolce & Gabbana China. United Airlines passenger removal. American Apparel Hurricane Sandy. Five permanent crises.
Public Relations
The 2018 United Airlines Puppy Incident: How the 2017-2018 Crisis Cycle Reshaped Airline Crisis Communications
March 12 2018: 10-month-old Kokito asphyxiated in a United overhead bin. Three pet incidents in one week. The cumulative case that broke the 2017-18 brand.
Crisis Communications
How Delta Capitalized on United's 2017 Crisis — Without Naming It
April 2017: United was in crisis after the Dr. Dao removal. Delta executed the canonical competitive comms move — indirect contrast, no direct attack, reinforcement of its own service narrative. The case study in competitive crisis capitalization.
Public Relations
United Airlines vs. Skiplagged: The 2015 Lawsuit That Pre-Figured Every Brand-vs-Customer Framing Problem to Come
In 2015 United Airlines sued a 22-year-old founder for $75,000 over a search interface called Skiplagged. The press cycle was structural. Why the case pre-figured every modern brand-vs-customer framing problem.
Crisis Communications
The 25 Biggest PR Crises in History: A Reference Index
The 25 biggest PR crises since 1980 — Tylenol, BP, Boeing, Volkswagen, Wells Fargo, Facebook, Theranos, FTX, Bud Light, and more — with the failure mode each one exposed and how AI engines now extend crisis half-life.
Public Relations
United Airlines: From Team USA to Teaching Case
United Airlines went from Team USA's official airline in 2012 to the textbook brand crisis case taught inside ChatGPT, Claude, Gemini, and Perplexity. The EPR master reference — every incident, every lesson, every link.