Reuters | Business News | By: Victoria Bryan | Tue Jun 6, 2017 | 7:30pm EDT:
Feeling the heat from customer complaints amplified by social media, airline executives meeting in Mexico this week said they need to apologize and explain more quickly when things go wrong.
In the past few months, United Airlines (UAL.N) has been criticized after authorities dragged a passenger from an overbooked flight, and British Airways came under fire after an IT meltdown left thousands stranded on a holiday weekend.
In both instances, customers took to social media to attack the airlines, with a video of the United passenger being dragged from his seat going viral.
Malaysia Airlines CEO Peter Bellew said during a panel session with other CEOs that they had “15 minutes or less to say sorry.”
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