刚刚，白宫就美联航事件表态......

刚刚，白宫就美联航事件表态......

2017年4于月11日，周二，白宫发言人Sean Spicer 告诉媒体，美联航发生的暴力对待旅客事件令人不安（troubling).

当媒体问白宫是否会启动对该事件的调查， 该发言人说目前没有必要，因为美国有很多司法环节会介入调查，在这些调查有进展之前，白宫不会介入。美联航已经承诺启动调查，并预计在4月30日前给出调查结果。

而美国联邦交通部已经表态将介入调查。

美联航的暴力虐待旅客事件引起国内外社交媒体对该公司广泛指责，美国的主流媒体也不例外。该公司的股票价格在本周二出现大幅下跌，最高跌幅超过4%， 而且成交量巨大，此次危机给美联航的股票价格造成数亿美元的缩水。目前此事的影响还在持续。

做人不能太“美联航”，美联航事件估计会成为华尔街上市公司公司治理和危机管理的又一经典案例。

以上是继民财经汇导读，接下来是歌曲欣赏和自由阅读，请君随意......

White House says United episode 'troubling'by Julia Horowitz @juliakhorowitz

The White House says the violent removal of a passenger from a United flight is "troubling.""It was an unfortunate incident," Sean Spicer, the White House press secretary, told reporters Tuesday when he was asked about the episode. "Clearly, when you watch the video, it is troubling to see how that was handled."

The passenger, bloodied and screaming, was dragged up the aisle and off a plane by authorities at Chicago O'Hare International Airport on Sunday when he refused to give up his seat on a flight to Louisville, Kentucky.

Asked whether the government should investigate, Spicer said he didn't think it was necessary yet.

"I think there's plenty of law enforcement to review a situation like that," he said. "And I know United Airlines (UAL) has stated that they are currently reviewing their own policies. Let's not get ahead of where that review goes."

The Transportation Department had already said it would review the incident.

United Airlines shows how to make a PR crisis a total disasterby Alanna Petroff @AlannaPetroff April 11, 2017: 11:03 AM ET

Last month, United Airlines CEO Oscar Munoz was named U.S. Communicator of the Year by the magazine PRWeek.Now he's being raked over the coals for his response to a violent passenger incident on a United Airlines flight.

Public relations experts say the CEO should have quickly offered an unreserved apology after a customer was filmed on Sunday being forcibly removed from his seat and dragged down an overbooked aircraft's aisle.

Instead, Munoz apologized only for "having to re-accommodate ... customers."

Many customers found the response to be overly callous -- and said so on social media, where video of the incident had gone viral.

But Munoz doubled down in a letter sent to United employees on Monday afternoon, describing the passenger as "disruptive and belligerent." He also said that "employees followed established procedures for dealing with situations like this."

Rupert Younger, a PR expert and director of the Oxford University Centre for Corporate Reputation, said that Munoz's response was a major disappointment, and that United should have moved much more quickly to limit damage from the video.

"The apology by the CEO was, at best, lukewarm or, at worst, trying to dismiss the incident," said Younger. "The CEO should make a better, more heartfelt, more meaningful and more personal apology."

Younger said that United should also address public concerns over industry policies related to bumping passengers from their flights.

The United response "looks uncaring and it looks like it's effectively trying to apologize for the incident without really addressing the core issue of how they deal with customers," said Younger, co-founder of the PR firm Finsbury.

United is now struggling to contain fallout from the incident. On Tuesday, the top trending topic on Twitter in the U.S. was #NewUnitedAirlinesMottos, with users suggesting slogans such as "not enough seating, prepare for a beating."

United Continental (UAL) shares, which weathered the storm on Monday, dropped by about 4% on Tuesday.

Meanwhile, video of the incident was attracting huge attention in China, which is a key growth market for United.

United was the top trending topic Tuesday on Weibo, China's answer to Twitter, attracting more than 100 million views.

James Fallows, a journalist who has written a book about China's aviation industry, called out United for failing to respond while the incident dominated social media discussions in such a key market.

"[United is] suffering *profound* damage in most important international market right now, and no sign of response," he said in a post on Twitter.

Ed Zitron, a PR expert and the author of "This Is How You Pitch," said that United may not be offering a full apology because of fears over a potential lawsuit.

But that's not an effective strategy, he said.

"Had United shown compassion and intent to make things right, they could have come out of this at the very least looking like an airline that cares," Zitron said. "Instead they've just made it even worse."

The often-overlooked reason United can kick you off your flightby Julia Horowitz and Jon Ostrower @CNNMoney

When United Airlines needed extra seats on its plane Sunday night, the airline bumped an unwilling passenger, whom authorities ultimately dragged -- down the aisle -- off the plane.Now, the airline is scrambling to respond to a wave of consternation centered on one question: How can they do that?

Part of the problem, at least, comes from the often-overlooked policy that allows airlines to stop passengers from boarding a plane if it's overbooked. You agree to it when you book your tickets.

It's standard practice for airlines to sell more tickets than there are seats. Carriers calculate how much wiggle room they have based on past stats that track no-shows and offer passengers vouchers if flights end up too full, and no two airlines have the same approach.

There are also scenarios in which the plane may be too heavy, an air marshal needs to board or flight staff have to get to work.

But in the case of the United flight, four crew members needed to board the United flight, operated by regional partner Republic Airlines, in order to work another flight in Louisville the following day or else that flight would be canceled, airline spokeswoman Maddie King said Monday.

Experts agree that what United is dealing with is not par for the course. For one, the back-and-forth usually happens at the gate -- not once passengers board the plane.

"This is pretty unusual, what happened," Hobica said.

When a flight is overbooked, federal rules require that airlines first check to see if anyone will give up his or her seat voluntarily, according to the Department of Transportation. Airlines dictate what the compensation looks like, but it's usually a travel voucher toward a future flight or a gift card.

These voluntary swaps occur "probably thousands of time every day on a national scale," said Robert Mann, the head of airline consulting firm R.W. Mann & Company.

If airlines can't get passengers to switch of their own volition, they're allowed to bump fliers involuntarily.

In 2015, 46,000 travelers were involuntarily bumped from flights, according to data from the Department of Transportation.

Airlines set their own policies when it comes to the order in which passengers are bumped. The terms are sketched out in "contracts of carriage" that passengers agree to when they buy their tickets.

On United flights, people with disabilities and unaccompanied minors should be the last to be kicked off, according to the company's carriage contract.

American Airlines says it denies boarding based on order of check-in, but will also consider "severe hardships," ticket cost and status within the carrier's loyalty program.

Delta Air Lines also takes check-in order and loyalty status into account, as well as which cabin a passenger is slated to sit in. The carrier also says it makes exceptions for people with disabilities, unaccompanied minors and members of the military.

JetBlue Airways advertises that it does not overbook flights, but the airline still reserves the right in its contract.

When airlines must involuntarily bump, there are rules to follow.

Passengers must get to their final destination within one hour -- or carriers have to start coughing up money.

If fliers get to their final destination one to two hours late (or one to four hours late if they're flying internationally), airlines are required to pay double the original one-way fare, with a $675 limit. If fliers get in more than two hours late (or four internationally), airlines have to pay 400% of the one-way fare, up to a $1,350 limit.

Passengers have the right to insist on a check in lieu of a free flight or a voucher when they're kicked off a flight involuntary, according to the DOT.

"Usually [airlines will] just up the compensation amount, and they'll find somebody at some price," Hobica said.

United offered passengers up to $1,000 to de-board the Sunday flight, according to an internal e-mail from CEO Oscar Munoz.

CNNMoney (New York) First published April 10, 2017: 9:12 PM ET

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