United Airlines did much wrong in its handling of an “overbooked” flight. Please read and watch the materials listed in your course materials then apply Coombs’ three-stage approach to crisis communications — pre-crisis, crisis event and post-crisis – and comment on what the company could have done better given its reputation and what else is happening in the airline industry, and even the world at large. Do its responses indicate it had a crisis communication plan? What value would planning have brought to the company and its stakeholders? What would you recommend United do now?
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