The crisis: A Valentine’s Day ice storm grounded 1,100 JetBlue flights. Passengers sat on tarmacs for up to 11 hours. No food. No working toilets. The CEO, David Neeleman, was in a tunnel with no cell service.
The theory applied (horrifically wrong): United’s CEO, Oscar Munoz, sent an email first—which leaked immediately. He called Dr. Dao "disruptive and belligerent." That was victim-blaming (a violation of SCCT's victim cluster). Then his public statement "re-accommodated" the passenger. The crisis: A Valentine’s Day ice storm grounded
The theory applied (correctly later): Neeleman pivoted to full . He went on every news channel, admitted "We are not perfect," published a "Customer Bill of Rights," and offered full refunds + vouchers. admitted "We are not perfect