As a long time premier executive member of United Airlines, I have to say that the Remove Glenn Tilton website definitely caught my attention. It's an extraordinary accumulation of horror stories, failures and gripes that only pilots could produce. It also makes me very very nervous about flying United in the future.
But what is truly amazing, is how clueless about social media the folks at UAL must be. First the site URL is www.glenntilton.com -- how COULD they have let THAT happen? Secondly either they're not listening at all, or the lawyers are telling them to shut up because there isn't any UAL management voice in any of this. A classic case of bad crisis management and worse social media management.
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August 13, 2008
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