Public relations professionals say United Airlines’ move to drag a bloodied passenger off of a flight looked like “something straight out of a horror movie.” But experts in crisis reaction say the company’s initial response may prove scarier still. Here’s how United tried to handle the public fury — and where public relations professionals say it went wrong. “Here was a bunch of people who got together and failed to show any compassion and humanity,” Zitron said of United. "Since 9/11, one of the key things of airlines is safety, and the one thing they’ve gained here is the literal image of what can happen to you on United Airlines,” Zitron said. A United Airlines jet at Newark Liberty International Airport in Newark, N.J., in 2015.

Source: Los Angeles Times April 11, 2017 18:22 UTC