Delta agent or impostor? Reddit exchange puts airline in hot seat

June 12, 2012 by Insignia Communications

Delta Airlines faced a crisis situation when an unidentified individual claiming to be an employee posted sneering comments in a Reddit thread responding to customer complaints. In a situation like this, what should Delta do about it? Jonathan Hemus gave his perspective and advice.

“A response outlining the company’s true position, ideally supported by comments from other employees would help to redress the balance,” Hemus says. “For a parallel crisis handled well, look no further than FedEx’s response to the YouTube footage of an employee slinging a PC over a gate into a customer’s drive.”

Read the full article on Ragan


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