CommCore CEO Andrew Gilman was recently quoted in PR Week’s article “Why American Airlines’ stroller scuffle didn’t lead to United Airlines-level fallout”:
CommCore CEO and founder Andy Gilman told PRWeek the airline’s response showed care and concern for its passengers. He applauded American Airlines’ quick action and noted the statement was well-crafted and probably went through legal and PR review.
“We don’t know the context of the situation; you can’t bring strollers on a flight,” said Gilman. “The statement is clear and factual. There are not a lot of adjectives and adverbs – you don’t want to use those in rapid response statements.”
American Airlines had the added benefit of seeing how poorly United responded to its own crisis just a few weeks ago. American’s response shows it has been paying attention, noted Gilman.