Originally Posted by
bioyuki
An email to tens of thousands of employees is most certainly going public. Oscar and team knew that before sending which makes it that much more tone deaf.
To send out that email and the contents of that email, knowing full well it would probably become public in a matter of minutes, is/was down to pure incompetence.
Whoever is handling their PR & Communications should really be fired or sacked.
Instead of stating the obvious that an incident has happened and an investigation is now underway to find out the facts, and that the airline stands behind all it's employee's and crew and value their contribution to the company, any conclusion at this juncture would be premature.
What Oscar stated in his email was basically him shooting himself in his foot and it will not go down well, especially in the pending law suit that, without a doubt, is coming around the corner.
Sometimes, the best thing to do, is NOT to comment in this situations and just state "we are investigating what transpired" and leave it at that until the company is better prepared to deal with the situation, and having more facts and more information.
This was just handled in such an amateur level...it's going to be used as a case studies in colleges around the world as an example of not what to do when you have a serious customer service issue.