On April 9th, United Airlines' brand was plunged into a sudden, severe crisis after footage of a passenger being dragged from an oversold flight – and bleeding from the mouth – went viral online.
"Obviously, it's been a really tough couple of weeks for United. And, obviously, if you're sitting in the marketing chair, it's even more difficult," Mark Krolick, VP/Marketing, United Airlines, told delegates at the 2017 Collision Conference, an event held in New Orleans over the first three days of May.
"We made some really bad mistakes – and that was clear. And...