Organizational Communication in the News

Case Studies of Organizations and Organizational Communication in the Media

United Airlines “Loses” 10-Year-Old Girl, Enters Social Media Hell


Bob Sutton, a Stanford professor who writes about management and organizations, related on his blog on Monday a tale of appalling customer service. Friends of his had sent their 10-year-old daughter unaccompanied on United to summer camp, assured by the airline that it would take good care of her. Instead, the girl missed her connection in Chicago—apparently because the airline employees who were supposed to help her failed to show up.

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This entry was posted on August 16, 2012 by in Crisis Communication, Organizations + Technology, Public Relations and tagged , , , .

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