PR Lesson 5: British Airways: 75,000 Stranded Passengers; Their Lost Luggage And Poor Business Continuity Crisis Communications

Customers are negatively impacted by events beyond their control on a daily basis. But a simple annoyance can become a grueling ordeal when compounding factors such as poor communication exacerbate the problem. One of the worst possible scenarios? You’re an airline passenger on a tight schedule, under pressure to reach…...