Wednesday, April 21, 2010

Crisi Communication- British Airways

“The eruption of the Eyjafjallajokull volcano in south-east Iceland, which sent a plume of ash across some of the world's busiest flight paths, has brought the worst disruption to international air travel since September 11.”- guardian.co.uk

Recent events have propelled airlines into a crisis situation. After Southern Iceland's Eyjafjallajokull volcano erupted, airlines discontinued any flights. But it is important to note how these airlines are dealing with this crisis situation. In class today, I specifically researched British Airways and all that they were doing to deal with this. From their twitter posts, I think they did an excellent job of talking directly to people asking questions. Even though they did have posts concerning general information, they had a lot of direct tweets as well, which shows that they are concerned with each of their customers. Although I couldn’t find their official facebook page, the British Airways website has links to some FAQ’s and a statement from BA. I liked that this information was on their main page, making it easy for customers to locate any necessary information. The only improvement my class could think of was using the appropriate hashtags on twitter, in order to get the information out there as quickly and efficiently. Besides that, I think British Airways has done a great job dealing with this unfortunate crisis.

3 comments:

Courtney Medford said...

I cannot image the headache the PR teams are experiencing with the recent eruption. It is so difficult to please every single customer because everyone feels that their own problem trumps everyone else's, what a nightmare! Yeah, I thought it was fun grading the airlines this past week. To me, the most reasonable thing to do is a host a FAQs section on their webpage and try to update their social media sites frequently about what is going on. To me, that is really all you can do! Oh, I did like that web video of the CEO apologizing, that was exceptional!

Michelle said...

British Airways is doing a phenomenal job keeping their passengers up to date with all the information regarding their flights. The FAQ's are very important and easy for the passengers to find on their web site. They also have a Twitter that you mentioned that is helping them speak to their customers directly which is great!

Stephan White said...

I specifically researched British Airways and all that they were doing to deal with this. From their twitter posts, I think they did an excellent job of talking directly to people asking questions.

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