Scoot, a low-cost carrier that provides flights predominantly within Asia, faced seven major flight delays in the last few months of 2018
Technical issues caused 356 passengers on the affected flight to be stranded in Taipei for almost two days. Replacement parts had to be flown in from overseas, causing serious delays.
This whitepaper uses Scoot’s TR899 flight delay as a case study to explore media conversations surrounding the incident.
We discuss service recovery, crisis management, PR approaches, and how the lack of communication leads to potential consequences.
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The effects of the COVID-19 pandemic are being felt far and wide. During these times of crises, choosing the right brand messaging and behaviour plus executing it at the right time can instil greater meaning to your brand and strengthen customer relationships.
Unfortunate events occur throughout the life of an organisation and in our ever-changing environment, no two crises are the same. This makes effective crisis management a more dynamic and demanding process than many organisations expect.
In this crisis management blog series we have looked at different leadership profiles based on their media coverage. From disruptive leaders that charge ahead and promote themselves along with their brand, to corporate leaders who are hesitant to build this kind of profile and instead promote a company wide view.
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