Family blog, newspaper coverage and airline PR disaster

How to create a PR disaster: Lie to customers, exacerbate their frustration and, then, have your Social Media Manager (a wonderfully named Mr Pissant, geddit??) get flamed while defending your employee engagement practices, rather than empathising with the affected family. Subsequently, the family created a blog and Twitter account – and a PR nightmare for the airline. The blog – Alaska Airlines Hates Families – made bad headlines for the airline, after it was publicised in several mainstream media including The Vancouver Sun, Toronto Star, Edmonton Journal and the UKs Daily Mail. The young family had a “nappy/diaper emergency” at the airport, which forced them to miss booking in for their flight by just 1 minute. Watch it unfold from there

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