A YEAR ON IF ONLY BA HAD REALISED INDIVIDUALIZED RESPONSES VIA SOCIAL MEDIA DON’T WIN HUGE ONSITE CRISES By Anthony Olabode Ayodele, Chartered PR Practitioner (Chart.PR) MCIPR It had happened before! British Airways (BA) once found itself in a similar situation. Around a year ago: September 5 th , 2016, to be precise, the airline’s passengers were stuck in the airport at the check-in-process stage due to a – wait for it – ‘undisclosed IT glitch’! The problem which started in North America by the next day saw the negative impact on BA’s operations, spread worldwide! Fast forward to May 2017! Not only was the experience and official explanation to what BA passengers suffered (at UK Airports: Heathrow and Gatwick) on May 27 th similar, the airline’s management adopted approach towards checking the problem was virtually the same! Then British Airways had dwelt mainly on responding to people individually via Social Medi...
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