Three lessons from American Airlines’ big blooper

When an American Airlines passenger died in-flight earlier this year resulted in a public outrage, the airline’s attempt to rescue its reputation fell flat on its face. Two days after the death, American Airlines decided to honor a stewardess for saving the life of a passenger on board a flight – three years ago!

What already sounds like a bad attempt at generating positive PR turned much worse when the stewardess blatantly rejected the award, at the ceremony, instead spilling the beans on bad management practices at the airline. All this in front of shocked executives and ever-eager media. Check out the stewardess’ interview with MSNBC, after the incident.

So what’re three key lessons from this blunder for American Airlines and others?