On April 14, US Airways caught itself in a blunder as an extremely graphic pornographic image made its way onto a tweet sent from the company’s account.
Since the photo involved the graphic use of an airplane, the airline then began to receive crude and humor-based responses surrounding puns involving the use of the plane.
What remains the most shocking is that it took nearly an hour for US Airways to realize the mistake and delete the tweet. Following the deletion, @USAirways sent the following message:
Within the coming days of the incident, US Airways released more information about the situation, stating that it was an “honest mistake” and the employee who had accidently sent the tweet will remain employed by the airline. According to USA Today, the situation began after a US Airways employee flagged the offensive photo for removal on Twitter, but in a response to a complaint by another Twitter user, the lewd image was attached.
Matt Miller, spokesperson for American Airline –- who merged with US Airways — offered a public apology on behalf of the airline.
“We are in the midst of reviewing our processes but for the most part we have an understanding of what happened and how to ensure how it won’t happen again in the future.”
Do you think that US Airways’ PR team handled the situation appropriately? Do you think that this will leave a long-lasting impact US Airways’ image? What measures can companies take to prepare for and prevent incidents like this in the future?