October 12th, 2012
So there I was, minding my own business and catching up with my Twitter timeline, when I came across this tweet by Asiana Airlines:
“RE: today’s LAX incident, it’s against the law to have airlines conduct a separate security chk alrdy conducted by Airport Authorities.”
…and followed by this:
“Clarification on this morning’s arrest at LAX: http://t.co/NXANZDmv #LAX #arrest #airportsecurity #losangelesnews #asiana”
Clicking on the link took me to a Google+ page, which ultimately didn’t give me any results. Hence, I fired a reply tweet to get an alternate link to the story (and further details) — which didn’t come back for another 19 hours *ahem*.
Anyway, the new tweet included another URL, which was a direct link to the individual Google+ post with the info I was after.
“In regards to this morning’s news (http://bit.ly/PmgdND) at LAX International Airport, there seems to be clarification needed. As everyone knows and has experienced, security checks are conducted by Airport Authorities and baggage is no exception. Asiana Airlines does not have the rights to look into the contents of baggage. Baggage are screened by Airport Authorities and the restrictions of what can be checked-in are decided by the Authority. Personal carry-on luggage are also inspected by Airport Authorities and personal belongings are also inspected by Airport Authorities. It is against the law to have any airlines conduct a separate security check already conducted by Airport Authorities. #LAX #arrest #airportsecurity #losangelesnews”
In short, it was the case of the man who wore body armour on board, and had several “suspicious items” in his checked luggage, including a smoke grenade that required the LAPD bomb squad’s presence at LAX.
But the point of my post is this: When a situation develops and is related to your product and/or service, there is always (if not, usually) the need to address this in a down-to-earth, objective, communicable and responsive manner.
Asiana’s proactive stance to the situation is the correct response. Can’t say the same for American Airlines and their 757 seats debacle.
October 12th, 2012
“To my surprise, I received an email from Andy Backover, the VP of Communications at American detailing why he thought my post was “unnecessarily cranky and one sided.” I still disagree, but I’m happy to let you all decide for yourselves.”
Snyder includes the original, and unedited, email sent to him by Backover, along with his response. An eye-opening read, I must say — and yes, you should read it and make your own determination.
One PR disaster after another. At this rate, American Airlines will never, ever learn to “take one step back, two steps forward”.