Category 1
What incident caused a crisis for United Airlines in 2017?
A) A flight delay due to technical problems
B) A customer service representative insulting a passenger
C) A passenger, Dr. David Dao, being forcibly removed from the flight
D) An emergency landing due to bad weather
C) A passenger, Dr. David Dao, being forcibly removed from the flight
Where was the video video of the accident shared?
A) Twitter
B) Instagram
C) Facebook
D) YouTube
C) Facebook
What is United Airlines' slogan?
A) "Travel the World"
B) "Fly the Friendly Skies"
C) "Fly the Unfriendly Skies"
D) "Wings of the World"
B) "Fly the Friendly Skies"
The incident affected United Airlines' reputation in the long run.
True
YES/NO
Is transparency an important factor in managing a crisis?
Yes
TRUE/FALSE
Social media is irrelevant during a crisis.
What can an apology help rebuild?
**What can an apology help rebuild?**
A) Trust
B) Profits
C) Flight schedules
D) Ticket prices
A) Trust
What's the field of study for this article?
A) Corporate Communication
B) Psychology
C) Economics
D) Political Science
A) Corporate communication
TRUE/FALSE
United Airlines initially denied any wrongdoing in the incident.
True
What strategy involves repairing a company’s image after a crisis?
A) Image Repair Strategies
B) Market Expansion Strategy
C) Financial Recovery Plan
D) Public Relations Ignorance Theory
A) Image repair strategies