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APA
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Business & Marketing
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Essay
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English (U.S.)
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Topic:

Crisis Management in Organizations: United Airlines 2017 Crisis

Essay Instructions:

Individual Written Assignment
a. You need to identify and briefly explain a past crisis (NOT related to COVID-19) of
an organization. Examples of organizational crises include Johnson & Johnson being
sued for selling toxic products, United Airlines forcibly dragging off a passenger from
a plane and, more recently, the former president of the Tokyo Olympic Organizing
Committee making sexist comments against women. The above are examples only and
you can choose any other cases.
b. What did the organization do to deal with that crisis? What are your comments on their
actions / responses?
c. How do you relate your chosen crisis to the talks given by the guest speakers? How
much do you think some of the talks given by the guest speakers are related to your
chosen crisis?
d. How do you relate your chosen crisis to the crisis management of your own country in face of the present COVID-19 crisis? Please identify similarities and differences in actions / responses.
I chose United Airlines as the topic of my assignment.
For part c, you need to select one of the topics I posted below as an example to complete.
Please message me the topic of your choice, I send you the link is a video record will certainly use you half an hour to an hour to watch it.
Part D China.
1.Business Practitioner Sharing
Company : The Progression Group (Thailand)
Topic : Lessons in Business and Leadership from Caves
to Mountain Peaks
Speaker : Mr. Josh Morris
Founder and CEO, The Progression Group
2.Business Practitioner Sharing

Company : The United Nations International

Trade Center (Myanmar)
Topic : Building Trust to Nurture Collaboration in

Times of Crisis

Speaker : Mr. Peter Richards
Senior Tourism Consultant,
The United Nations International Trade
Center
3.Faculty Sharing
Topic : SF Bay Area Entrepreneurial Ecosystem –
Creates an Unfair Advantage
Speaker : Dr. Sybil Yang
Associate Professor and Faculty Director,
Innovation & Entrepreneurship Fellows
Program, San Francisco State University
(USA)
4.Faculty Sharing
Topic : Corporate Responsibility in a Time of Crisis
Speaker : Dr. Jörg Schmidt

Senior Lecturer & Research Associate
Center for Corporate Responsibility,
ZHAW School of Management and Law,
Zurich University of Applied Sciences
5.Business Practitioner Sharing

Company : Schindler Group (Switzerland)
Speaker : Dr. Florian Trösch
Vice President, PORT Technology
Miss Mirjam Baijens
Head Global Talent & Development
Schindler Group
6.Business Practitioner Sharing
Company : The North Face (USA)
Topic : Failure the Secret Sauce of Silicon Valley
Speaker : Mr. Hap Klopp
Founder of The North Face
7.Business Practitioner Sharing
Company : Open Country Dairy Ltd (New Zealand)
Speaker : Mr. Tommy Liu
General Manager Commercial & Information
Services
Open Country Dairy Ltd
8.Faculty Sharing
Topic : Connectivity in and around Organizations:
Waves, tensions and trade-offs
Speaker : Prof. Darl Kolb
Honorary Professor, Business School,
University of Auckland (New Zealand)
9.Faculty Sharing

Topic : Luxury in Times of Crisis & Beyond
Speaker : Dr. Fabio Duma
Head Competence Team Luxury Management,
ZHAW School of Management and Law
Zurich University of Applied Sciences
10.Business Practitioner Sharing
Company : IWC – International Watch Company
(Switzerland)
Speaker : Mr. Walter Volpers
Associate Director Product Development
Technics, IWC

Essay Sample Content Preview:

Crisis Management in Organizations: United Airlines 2017 Crisis
Student’s Name
Institutional Affiliation
Course ID
Instructor’s Name
Due Date
Crisis Management in Organizations: United Airlines 2017 Crisis
Organizations are formed to attend to consumer needs satisfactorily. However, unforeseen mishaps along the way conflict the organization with its clients (existing and potential), employees, regulators, investors, and the public (Nizamidou, 2018). This work focuses on United Airlines' crisis of 2017, its response, and comparison to current crisis management in other countries.
* Identify and Briefly Explain a Past Crisis of an Organization
One of America's largest airlines, United Airlines, faced a very trying moment in 2017. On 9th April 2017, a passenger in one of its flights was violently dragged off the plane. The incident took place at O'Hare International Airport in Chicago, Illinois. The man, reportedly a doctor, was one of United Express Flight 3411, getting ready for takeoff from Chicago to Louisville that Sunday evening (Sini, 2017). Dr. David Dao was dragged off the plane for refusing to surrender his seat for flight personnel.
The overbooked flight was trying to make room for four of its personnel (Gunter, 2017). The airline offered an inducement of up to $800, and three passengers willingly surrendered their seats (Gunter, 2017). Dr. Dao declined, citing that he was a doctor and had patients that he needed to attend to the following day. Security was called, and then the scuffle ensued. Dr. Dao was roughly ejected from his chair and mercilessly dragged down the aisle, resulting in a concussion, broken nose, and two missing teeth. Some passengers took videos and shared them on Facebook and Twitter, attracting a public outcry against the airline.
* Actions that United Airlines took to deal with the Crisis
The unfortunate event left United Airlines CEO Oscar Munoz ashamed and embarrassed (Lazare, 2018). He apologized on a Twitter statement and promised to address the issue and follow up with the aggrieved passenger (Sini, 2017). The airline took swift action and enacted some guidelines that year. Recent studies show that service crisis recoveries impact the performance of firms (Rasoulian, 2017).
United Airlines passed a guideline indicating that they would not use law enforcement officers to eject already seated customers (Lazare, 2018). This will be done if it is a matter of security and safety only. Furthermore, United stated that unless safety was at risk. They would not require already seated customers to give up their seats (Lazare, 2018) involuntarily. The airline would consider alternative options to facilitate flying both passengers and crew if such a glitch arises.
The Airline also adjusted its ticket booking procedures to curb overbooking situations. This move helped significantly as involuntary denied boardings were reduced by 94% (Lazare, 2018). Moreover, to resolve customer issues promptly, a new app was unveiled. Gate agents and flight attendants would use this app to reimburse customers on the spot in a disservice (Lazare, 2018). As a result, efficiency will increase as disservices are handled promptly.
In addition, the Chicago Department of Aviation ...
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