American Airlines anti-branding

Published by on november 19, 2009 at 12:05 f m

It is interesting how bad leadership can go from branding to anti-branding in a few seconds. Why? With social media seconds was like years before and bad leadership is like putting gasoline on a fire.

A FEW MONTHS AGO, I wrote an article expressing my displeasure with American Airlines‘ hideous online presence. I also spent some time mocking up a redesigned version of their website. To my surprise, a user experience designer at emailed me an amazing response describing some of the design problems faced in large corporations. You should read my original article here and the response from Mr. X here. An hour after I posted the response, American Airlines fired Mr. X.

If we hear that you’re firing employees because of their transparency, how are we supposed to take your official social networking efforts seriously?

Why are airline corporations flying so low when it comes to consumer experience / branding?
Thanks to Manoj Aravindakshan for sending me this story.