After using violence against a baby, #AmericanAirlines deserves to be in “crisis response” mode

In an age of cellphone videos and social media, airlines are learning the hard way that it is essential to deescalate tense situations.

No airline wants to be seen as being anti-consumer or anti-passenger. Unfortunately they all pretty much are exactly that thanks to the absolute power Congress had granted them over the flying public.

However smartphone cameras and social media are thankfully shifting power to consumers who can share customer relations gaffes with the world.

They’re increasingly making confrontations with customer-facing staff headline news, making it harder for companies to sweep complaints under the rug.

Airlines must start to put more of an emphasis on customer service. Using violence against baby isn’t how you do that.

Read the whole story in the Press Democrat

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