Time To Straighten Up And Fly Right

[OTslave]

Boston Globe Article

I guess there's a lot of work ahead.
How long does it take for the press to forget the PHL Chrismas mess ?

Ever notice they love to rub in "Bankrupt" US Airways, you'd think that was the name of the company.

We're not the only airline that was ever in bankruptcy.

 

[bofie]

Boston Globe Article

I guess there's a lot of work ahead.
How long does it take for the press to forget the PHL Chrismas mess ?

Ever notice they love to rub in "Bankrupt" US Airways, you'd think that was the name of the company.

We're not the only airline that was ever in bankruptcy.

[post="275422"][/post]​

Most journalists are incapable of avoiding cliches and will invariably sieze on whatever theyu think will resonate with their editor and then with their readers. "Why take a new angle on a story when the old one is working so well for us?"

 

[PITbull]

I believe we are the only publicly traded company to go into bk twice in two years.

 

[MarkMyWords]

I've said it before and I will say it again. We have a horrible PR department. Look at WN. They have a plane in BUR go off the end of the runway and can still spin it in a way to receive positive press on their handling of the situation. Every time our name is mentioned in the press it is with a negative adjective appended to it - regardless of whether the news is good or bad. "Bankrupt US Airways #1 in On Time Performance for May" "Nearly defunct US Airways recalls all their employees." Meanwhile at WN it is, "Greatful passengers praise Southwest for getting them to the gas station on time" Even after we exited bankruptcy they still through used that adjective to describe us.

We definitly need a PR make over.

 

[PITbull]

If management moves forward with their incentive program they had discussed with labor a couple of months ago, that will help improve morale. However, since the merger announcement, I don't think managment is too focused on the employees anymore.

Nonetheless, I think the merger has helped in many ways to give employees some hope for a future.

 

[SKY HIGH]

I believe we are the only publicly traded company to go into bk twice in two years.

Sky high states:
But the list is long:http://www.airlines.org/econ/d.aspx?nid=6207

 

[BoeingBoy]

The list of airlines that have gone into BK is long, but Pitbull said "twice in two years". Just the "twice" makes the list very short. The "in two years" makes it very, very short.

Jim

 

[SKY HIGH]

The list of airlines that have gone into BK is long
The "in two years" makes it very, very short.


Sky high states: Speaking of ANOTHER bankruptcy:

Is history repeating itself? Gate Gourmet, led by ex-US Airways CEO David Siegel, is reeling after a contaminated-food incident in Hawaii. Now it looks like it could go the way of US Airways — into bankruptcy. :down: :down:

 

[BoeingBoy]

Maybe we could start a list of CEO's that have taken two or more different companies into bankruptcy.

Jim

 

[hobbes]

I've said it before and I will say it again. We have a horrible PR department. Look at WN. They have a plane in BUR go off the end of the runway and can still spin it in a way to receive positive press on their handling of the situation. Every time our name is mentioned in the press it is with a negative adjective appended to it - regardless of whether the news is good or bad. "Bankrupt US Airways #1 in On Time Performance for May" "Nearly defunct US Airways recalls all their employees." Meanwhile at WN it is, "Greatful passengers praise Southwest for getting them to the gas station on time" Even after we exited bankruptcy they still through used that adjective to describe us.

We definitly need a PR make over.

[post="275431"][/post]​

Jeez, I don't know that Southwest got positive press over that event. Jay Leno had a field day with us on The Tonight Show. We were the butt of jokes for weeks.

However, I will say this...how you treat your Customers and how you treat the press will ultimately be what makes or breaks you in an event such as that. It's the clearest case of karma. I think Southwest was cut some slack because of HOW we handled the situation, in that we went above and beyond to take care of our Customers who were on that Burbank flight. For that matter, we have a history and a company culture of going above and beyond to help our Customers (and our Employees). That's not good PR - that's treating your Customers like they are the reason your Company exists. And they are.

If you think it's about PR alone, then I would say you know painfully little about the function of PR. PR and Marketing can work together to create the "brand promise" to the customers, but if the frontline employees can't or won't follow through (for whatever reason), then your company will lose even more credibility in the eyes of both the press and the flying public.

To change a bad reputation takes far more than a PR makeover. PR is just the gift wrapping on the package.

I'm sorry...I'm probably telling you all something you already know intuitively. But I learned a long time ago to control what I can control, and to let the rest go. I take care of my Customers and give them the best treatment I can. To sit and point the finger at PR, Marketing, whatever...it's pointless. In the end, the customer thinks of that ticket agent or that flight attendant as the airline...regardless of what PR says.

JMHO. I'll stop preaching now. 😉

 

[luvn737s]

WN spends far more on it's print, TV, and outdoor advertising than virtually any other airline. No one is going to do a hatchet piece on their best customer.

 

[FWAAA]

WN spends far more on it's print, TV, and outdoor advertising than virtually any other airline.

[post="275459"][/post]​

True. WN's ad budget is almost triple that of AA if measured by a percentage of revenue. When it comes to ads, WN spends like a drunken sailor.

 

[phllax]

At least the've stopped saying 5 crashes in 5 years.

 

[PITbull]

Jeez, I don't know that Southwest got positive press over that event. Jay Leno had a field day with us on The Tonight Show. We were the butt of jokes for weeks.

However, I will say this...how you treat your Customers and how you treat the press will ultimately be what makes or breaks you in an event such as that. It's the clearest case of karma. I think Southwest was cut some slack because of HOW we handled the situation, in that we went above and beyond to take care of our Customers who were on that Burbank flight. For that matter, we have a history and a company culture of going above and beyond to help our Customers (and our Employees). That's not good PR - that's treating your Customers like they are the reason your Company exists. And they are.

If you think it's about PR alone, then I would say you know painfully little about the function of PR. PR and Marketing can work together to create the "brand promise" to the customers, but if the frontline employees can't or won't follow through (for whatever reason), then your company will lose even more credibility in the eyes of both the press and the flying public.

To change a bad reputation takes far more than a PR makeover. PR is just the gift wrapping on the package.

I'm sorry...I'm probably telling you all something you already know intuitively. But I learned a long time ago to control what I can control, and to let the rest go. I take care of my Customers and give them the best treatment I can. To sit and point the finger at PR, Marketing, whatever...it's pointless. In the end, the customer thinks of that ticket agent or that flight attendant as the airline...regardless of what PR says.

[post="275452"][/post]​

Very well said, insightful, and right on point.

 

[MarkMyWords]

Hobbes -

I agree with everything you said 100%. How our company manages a crisis situation is deplorable at best. From incidents/accidents to "The Christmas Meltdown" have been mishandled at all levels. If how the company treats it's employees is any indication of how we treat the press.....it is no wonder we are always getting a bad rap.