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Posts Tagged ‘American Airlines’

New ‘Tweeting Bomb Threats to Airlines’ Meme Didn’t Last Long

Yesterday we tried to write an honest “what would you do?” post about the 14-year-old Dutch teen who tweeted a threat to American Airlines claiming to be involved with “Al Qaida” and promising to do “something big.”

While most agreed that American overreacted by implying that the authorities might just be coming for the girl (who later turned herself in), The Washington Post noticed that quite a few teens followed the story yesterday afternoon by…tweeting even more specific bomb threats to American and other major airlines.

Before you freak out and post the 900th tweet about how this story simply serves to re-confirm your absolute lack of faith in humanity, note that every single account listed in the WaPo piece has now been either suspended or deleted.

Seems like Twitter itself might have a vested interest in protecting you from the world’s rowdier teen demo.

We, for one, just breathed a sigh of relief.

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UPDATED: American Airlines Customer Service Includes Reporting Terror Threats on Twitter

In case you missed it, many in our industry feel that social media management and customer service teams should work in unison. The idea is that the fall of the silos separating these disciplines will improve the performance of both.

American Airlines is one account that blends the two well, but yesterday a very odd interaction demonstrated, once again, the challenges of engaging with users in real-time. From BuzzFeed editor Samir:

Of course, the user in question is 100% responsible. But what’s the correct way to respond to a message like this one?

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Apple, Other Businesses Pressure Arizona Governor to Veto Anti-Gay Bill


Big business isn’t clapping

In case you missed it, last week the Arizona state House and Senate passed Senate Bill 1062, a law ostensibly promoting religious freedom that would allow businesses to deny service to basically any type of customer (read: gay) as long as they could claim that said service “substantially burdens their exercise of religion”. Tricky language, that.

Certain smart businesses have used the law as an opportunity to win attention and now several far bigger names including Apple, Marriott and American Airlines have weighed in, urging Arizona Governor Jan Brewer to veto the bill.

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These 10 Brands’ Public Images Improved Most in 2013


Yes, we’ve already offered readers our takes on 2013′s winners and losers via listicles galore. This post, however, is less about our personal overgeneralizations and more about research conducted by our friends at YouGov.

The survey in question sought to determine which brands’ public images had improved most dramatically in 2013, and its results may surprise you; they certainly surprised us.

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U.S. Airways Shows Blind Man and His Dog the Terrible ‘Unfriendly Skies’

This bitch caused a flight to be cancelled. No, not the dog.

This rude bitch caused a flight to be cancelled and this man to be kicked off a plane. No, not the dog, silly.

MEMO to American Airlines: Before you kids get the confetti ready and fill up all those helium balloons to celebrate your merger with U.S. Airways, you may want to pay attention to this story about your bunk mates and their attitude toward the disabled.

Meet 49-year-0ld Albert Rizzi of Long Island, N.Y. And his dog, Doxy. 

Albert is blind and Doxy is a registered service dog. Brutal looking, isn’t she? Anywho, Rizzi flies once each month, and every time he gets on a plane, there’s his faithful companion by his side. Only this fateful day on US Airways Flight 4384, Rizzi and Doxy were escorted off the flight by gun-toting security after a heated exchange between Rizzi and some ne’er-do-well flight attendant.

According to CNN, this lively conversation in which said stewardess asked that Doxy be “placed under the seat for safety reasons,” caused such emotion among the 35 passengers on board that everyone walked off the plane with Rizzi and Doxy causing the cancellation of the flight.

Yeah, there’s more after the jump…

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How to Help Your Brand Connect to LGBT Audiences

Now that the majority of Americans (if not the majority of American states) have accepted same-sex marriage and effectively welcomed the LGBT community into mainstream culture, brand strategists are brainstorming over how to make the most of a large and passionate demographic. Why? Well, gay men and women do “have the largest amount of disposable income of any niche market,” so…money.

That’s according to Community Marketing Inc., a gay-centric research organization that just released its 7th annual LGBT community survey of more than 30,000 consumers in 100 different countries. Their findings should help marketing/PR pros better understand the community.

The fact that LGBT individuals “keep up with online media” isn’t much of a revelation, but here are some more interesting conclusions:

  • “LGBT” is the preferred term for gays, bisexuals and transgender individuals, though gay men are equally receptive to the phrase “gay and lesbian”. Words like “queer”, “rainbow” and “gay-welcoming” are less effective (probably because they’re condescending).
  • Consumers prefer that corporate communications refer to their legal relationships with the terms “spouse” or “husband/wife”, though “partner” also works. Dated terms like “significant other” and “gay couple” don’t test so well.

American Airlines Wants You to Leave Your Baggage at Home

Yes, we know time is money. The public understands that every minute we stand in line, are stuck in traffic or must navigate the trappings of bureaucracy we’re losing precious moments of our lives that we’ll never get back.

But consider this little fact: every minute of boarding time on an airline flight costs $30 per flight. Sure, in an airport $30 may represent a few beers at the terminal’s TGIF or a hidden fee for some minor (and infuriating) infraction of small-print protocols, but that number adds up when multiplied throughout the day. Just imagine all of those fellow passengers and the number of flights in a 24-hour period. Cha-ching.

Airlines view boarding times as an exploitable revenue area. Reducing boarding times translates into more efficient procedures, more flights and increased income. Therefore, American Airlines is rewarding passengers who travel without overhead compartment baggage the luxury of boarding early, just after first-class and other premium level passengers. Yes, American Airlines is encouraging customers to be low maintenance.

By now the public has learned to abandon hope of air travel ever returning to its glory days. We fully understand the impersonal, probing, fee-mongering practices of a business model that struggles to serve its customers. Most of us have already found ways of taking our trip into our own hands. We already travel light. We show up galvanized in an attitude that expects things to go wrong. We emotionally prepare ourselves for stuff—delayed flights, lost luggage or weary customer service. Read more

Southwest Airlines Rebranding Campaign Has a Rough Take Off

Southwest Airlines enjoys a strong brand identity associated with being a less expensive and reliable alternative to juggernauts like American Airlines that only deal with major hubs while charging exorbitant baggage fees.

Though Southwest Airlines is the largest domestic airline in America, the public still views it as a renegade and underdog brand in an industry vilified for being unconcerned and out of touch with customers. So industry experts and PR professionals were understandably confused by a new ad campaign launched by Southwest during the NCAA basketball tournament that is surprisingly, well, off-message and even serious.

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An Inside Look at the American Airlines Rebranding ‘Saga’

American Airlines and FutureBrand didn’t just wing it with their rebranding campaign: the new logo and airplane design, revealed publicly this year, was a two-year undertaking. Company and branding agency executives shared behind-the-scenes details of their rebranding strategy, research and rationale at a recent AMA New York event.

Jill Surdek, American’s managing director of brand and customer experience strategy, called the process a “saga”, reminding the audience that the campaign began prior to major unforeseen events (namely the airline’s late 2011 bankruptcy and recent merger with U.S. Airways). She then laid out, piece by piece, a plan that was that much harder given industry, financial and self-inflicted PR problems (with our comments in italics):

Multilayered rationale. “It was a slow, methodical process to build the case for change, but there wasn’t much pushback from senior management”, Surdek said. She explained the reasoning:

  • AA’s competitors all refreshed their brands within the past decade, but American hadn’t done so since 1967.
  • While many fans identified with American’s iconic look, it had undeniably lost its luster.
  • American ordered several new aircraft a few years ago, so the time was right to change customer perceptions.
  • Marketing priorities include expanding international business and attracting younger customers.
  • The airline needed to streamline its vast array of different logos across business units.

Business reasons for rebranding were compelling. American competes with branding stars Jet Blue and Virgin (America and Atlantic) and with legacy carriers. Appealing to a younger base is essential moving forward.

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Wendy’s Rebranding Focuses on Sleek Design and Social Engagement

Wendy's Perennial fast food underdog Wendy’s just announced a full rebranding–but unlike recent Arby’s and American Airlines campaigns, this one will involve more than a slick new logo and an interior makeover. It will include a new tagline, an expanded digital presence and a more aggressive attempt to engage customers.

In July, for example, the chain launched an “info to go” app designed to help diners gauge the nutritional value of their favorite items and make healthier choices. This isn’t an unprecedented move: McDonald’s has the same sort of app in addition to a new one called “Mouth Off” which allows users to sing through that weird talking fish thing in another attempt to push Fish McBites.

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