A poorly delivered apology can do more harm than good to a scandal-hit company, but are of techniques that can be employed to mitigate negat…
A poorly delivered apology can do more harm than good to a scandal-hit company, but are of techniques that can be employed to mitigate negat…
The “walk of shame” that teens like to snigger about has a whole new meaning these days, especially when applied to companies and organisati…
I often travel to the US, and was interested to receive an email from the chief executive of United Airlines, Oscar Munoz. His email profu…
At every point in the recent United Airlines debacle, people were following policies. Policies that had no flexibility, treated people like …
By Volodymyr Bilotkach, Newcastle University
On April 9, a passenger was forcibly removed from a United Airlines flight from Chicago O�…
This week’s reader question from my friend Richard Keeves is a doozy. If brand is the result of the promises you keep, isn’t it also the…
As much as I was looking forward to an interesting trip to the US – in part for my annual ski trip – I was not looking forward to flying eco…
