With the widespread use of social media, hospitality companies are increasingly concerned about negative word of mouth and customer defection. This concern is particularly amplified when a crisis occurs, such as COVID-19. Spirit Airlines is still recovering from the negative press received after Spirit Airlines asked a family to exit the plane after their 2-year-old refused to put on a face mask. What should have Spirit Airlines PR department done in response to this crisis to secure their customers loyalty and keep them from switching?

1. Please read this article before responding to the question:

https://www.newsweek.com/spirit-airlines-disputes-viral-story-family-asked-leave-plane-over-maskless-2-year-old-1581111

With the widespread use of social media, hospitality companies are increasingly concerned about negative word of mouth and customer defection. This concern is particularly amplified when a crisis occurs, such as COVID-19. Spirit Airlines is still recovering from the negative press received after Spirit Airlines asked a family to exit the plane after their 2-year-old refused to put on a face mask. What should have Spirit Airlines PR department done in response to this crisis to secure their customers loyalty and keep them from switching?
(minimum 200 words)

2. Are you following and/or subscribing to any hospitality brands official social media pages? (yes). Based on your experiences and/or credible sources (e.g., news articles, academic papers, etc.), please provide an example of a hospitality brand that effectively interacts with customers using social media.
(minimum 200 words)

No abstract page required

Last Completed Projects