The other major mistake United Airlines made was their poor public relations. They allowed Dave Carroll’s video to go viral and had very little response about it. They only had one tweet on Twitter, which they only posted after the video hit a million views and had already had made quite a few impressions on other consumers. Letting customers form negative opinions about your company without even trying to fix it leads to difficult work to gain back consumer trust and loyalty. United Airlines barely interacted with the public and decided to use a more of a “ignore the situation until it goes away tactic.” However, that was not the right move to take in this particular scenario. It leads to the situation gaining steam and only hearing
