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February 26, 2015
Air India Flubs a Customer Crisis
 
It’s hazardous to pass along impressions from a situation occurring in another culture, but certainly the distraught scene at an Air India airport check-in station as a late-arriving passenger (five minutes) pleads to be allowed on her flight is an exercise in what might be learned about crisis communication for the benefit of all involved – chiefly the airline and its passengers.

“Air India’s Pathetic Online Crisis Management…” is the headline on a Business2Community post  about the incident and it does seem that the airline has a good bit to learn in relational terms. Couldn’t there be a procedure for a tardy passenger to be ushered on board anyway? Or  training to help ticket counter personnel diffuse such a situation?

Again, we’re a long way from the scene, but gosh…

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Doug Bedell has a background in journalism and PR and is the owner of Resource Relations LLC in Central PA, focusing on organizational and crisis communication. He’s the community manager of SimplyFair.net, a social network on fairness. On the Web, Doug’s at www.ResourceRelations.com. On Twitter, he’s @DougBeetle.
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