WBUR’s Radio Boston, “Crisis Management At United Airlines,” April 11, 2017

“I’m on a United flight from Denver. Just been told it’s overbooked. I am scared.”

That’s just one of the thousands of funny/not funny tweets flooding social media, a solid two days after a United airlines passenger was violently removed from a Kentucky-bound flight on Sunday.

Shocked passengers on the flight took cellphone video, which went viral around the world.

The incident began with an overbooked flight, resulted in a bloodied and traumatized passenger, reverberated around the world, and outrage continues to build. Much of that outrage has been directed at United Airlines CEO Oscar Munoz, who issued a statement saying: “This is an upsetting event to all of us here at United. I apologize for having to re-accommodate these customers.”

The comment led many angry customers to call for Munoz to be “re-accommodated” out of the corner office.


Doug Cameron, deputy bureau chief for the Chicago bureau of The Wall Street Journal. He tweets @dougcameron.

Justine Griffin, managing director of crisis communications at the firm Rasky Partners. She tweets @JustineGriffin.

To listen to the segment on WBUR’s website, please click here.