In this article, I learned that dragging a bloodied passenger off a plane wouldn’t make 2017 the worst year United ever had. Just two years earlier, it had one CEO resign amid a corruption scandal only for his replacement to suffer a heart attack one month later. Still, United’s bungling of the passenger’s removal was a teaching moment for anyone looking to better understand how to craft a plan in a crisis. I reached out to experts for a clear plan of attack to help anyone — whether they run an airline or not. Read more here.
