That airline's apology video just made things worse in New York

Flew out of JFK last week and saw the whole drama on the terminal screens. They posted a 40 second apology for the luggage mess but the video had this cheesy music and a CEO who looked like he was reading a script. People around me were laughing and taking photos of it. The real fix? I heard they quietly bumped compensation from $50 to $150 after the backlash. Has anyone else seen a brand apology that totally missed the mark like this?

2 comments

2 Comments

chen.casey1mo ago

Wait, I thought it was $75 not $50, did they jump straight to $150?

jana1191mo ago

@chen.casey now I gotta fact check myself before I post here haha. I mightve mixed up the numbers but the jump to 150 was definitely the talk of the terminal. The real kicker was they played that apology video on loop for like 20 minutes, by the end people were singing along to the sad piano part. Made me realize my own crew probably feels the same way when I send a group text saying "we'll talk about the schedule tomorrow.