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CEO Andrew Gilman Quoted in The New York Times Article, “United Airlines Passenger Is Dragged From an Overbooked Flight”

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CEO Andrew Gilman was quoted in The New York Times article, “United Airlines Passenger Is Dragged From an Overbooked Flight”;

Andrew D. Gilman, the chief executive of CommCore Consulting Group, a crisis communications firm, said the situation would probably make people reconsider whether they wanted to fly United. That could be particularly damaging with business passengers, a lucrative group that is “outraged as much as anybody,” he said.

“As somebody who flies hundreds of thousands of miles, I’m saying, ‘I thought once I was on the plane, it was my seat,’” Mr. Gilman said. “They unfortunately disrupted a number of certainties that people tend to rely upon, so I think it’s a big trust thing.”

Mr. Gilman said the episode was “also going to be really hard on their employees for a while.”

“It’s a hard enough job — high stress, tense people, delays — and now you have people who are suspicious of you,” he said. “How they can communicate that they were sincere and meant well is going to be very challenging.”

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