Apologies 101: How Southwest’s statements shone, but United’s sunk

Mea culpasoften follow PR crises, but not all are created equal.
Southwest Airlines was recently
embroiled in a crisis that was uncannily similar to the backlash
United Airlines faced in April. However, the PR responses from these organizations were drastically
different.
In both instances, passengers were forcibly removed from flights by
security officers in full view of other passengers.MarketWatchreported:Anila Daulatzai, a 46-year-old college professor from Baltimore, reportedly
compla