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Late last week I flew United from San Francisco to London. As we got on the plane one of the other passengers gave a box of chocolates to the flight staff as an act of kindness and support for the awful week they’ve had.
Nearly 300 stories have been published by the leading news orgs in the US and UK about the incident.
Unsurprisingly, our analysis shows sentiment of the coverage is almost exclusively negative.
Those stories have earned nearly 1 million shares on Facebook in aggregate. That’s a lot of unwanted exposure for the company. It surpassed United’s trouble with leggings from the previous week about four times over....
Not surprisingly, United Airlines took a massive social media and reputation hit, not to mention the impact on their share value.