BulletProofBlog the blog on crisis communications

When ash from an erupting Icelandic volcano disrupted air travel across Europe earlier this month, more than five million passengers found themselves in the same boat – booking hotel rooms and buying meals that would make their extended stays just a little more bearable. But when it came time to pay for these basic necessities, some travelers had expenses covered by their airlines, while others were forced to fend for themselves. That’s because laws governing passengers’ ... READ MORE

This week’s news that the U.S. Department of Transportation (DOT) will allow American Airlines and British Airways to “more closely coordinate international operations in transatlantic markets” among themselves and other carriers demonstrates that the correlation between Main Street opinion and Beltway deliberation is as strong as ever when it comes to competition issues. Even in this era of economic hardship and stepped up antitrust enforcement, we now have a clear indication that companies seeking to consolidate ... READ MORE

Captain Chesley "Sully" Sullenberger, the heroic pilot who safely touched down on the Hudson River after losing power to both engines last January, is returning to the cockpit and creating a significant branding opportunity for U.S. Airways. Thus far, the media has seemed more interested in reporting on Captain Sully's return than U.S. Airways has been in publicizing it - and that's a smart move. Captain Sully is a genuine American hero, not a celebrity, and ... READ MORE

In this regular feature, Bulletproof interviews top plaintiffs' attorneys for their perspective on the crises likely to affect businesses in the near future. Today we talk to James P. Kreindler of Kreindler & Kreindler LLP, arguably the world's leading aviation plaintiffs' firm. Mr. Kreindler and his partner Steven Pounian have just been named Trial Lawyers of the Year for 2009 by the Trial Lawyers for Public Justice Organization for their work in the Lockerbie, Scotland ... READ MORE

Add United Airlines to the list of companies that have now experienced social media's power to ensure consumers' voices are heard. The airline found itself out of tune earlier this month after a satirical music video describing poor customer service exploded virally. This video is yet another reminder that the Web has fundamentally changed crisis communications for good. The YouTube video by musician Dave Carroll, "United Breaks Guitars," details how United baggage handlers allegedly broke his ... READ MORE

Each week, Bulletproof Blog features exclusive interviews with thought leaders on issues of critical importance to companies and countries. This week, as a follow-up to our conversation with Paul Levy on CEO blogging, we interview the woman behind what may be the best-known corporate blog on the Web - Southwest Airlines' Linda Rutherford. As Vice President for Communications and Strategic Outreach at Southwest, Ms. Rutherford was one of the creative forces behind "Nuts About Southwest" - ... READ MORE

Continental Airlines announced on April 7, 2009 that federal regulators have tentatively awarded the company exemption from antitrust laws, permitting it to join the Star Alliance. The alliance, comprised of United Airlines, US Airways, Air Canada, a Lufthansa, among others, allows airlines to cooperate on scheduling and revenue sharing. The Transportation Department says the alliance would "be in the public interest because it would give customers more travel options and reduce fares." But U.S. Rep. James ... READ MORE

It's already been an up-and-down year for the airlines. Two weeks ago, the Air Transport Association announced that for the first time in its history, the U.S. airline industry has gone two years without a single passenger fatality. Then, last week, a U.S. Airways jet was set down safely in the Hudson River after losing both engines. If you can guess which story got more attention, then I probably don't have to tell you that few ... READ MORE

The generally-accepted rules of crisis communications state that stories such as "Plane Lands Safely" are not the stuff of headlines. But this week, the Air Transport Association proved that adage wrong when it announced that for the first time since jets started flying, U.S. airlines have gone two years without a single passenger fatality. The story was run by major news sources including USA Today and CNN, as well as numerous blogs. And when reporters solicited ... READ MORE

  "Over-communicate in a crisis" - Jack Welch, former CEO of General Electric.  When United Airlines was forced to file for bankruptcy in December 2002, this sage advice served as the centerpiece of the company's efforts to revive one of the most well-known and respected brands in the world. On the same day that United filed for bankruptcy protection in federal court, CEO Glenn Tilton flew to Chicago's O'Hare International Airport to explain the company's decision to customers ... READ MORE