American Airlines Xmas Scare’s Lesson for Marketers

In a proactive marketing move, American Airlines announced on Wednesday there’s a technical glitch that may mean travel headaches for passengers with flights booked between Dec. 17 and the new year.
As a result of going public about the glitch that granted all pilots requesting time off during that period their wish, many pilots started offering to fill in on the routes and avoid a union fight. Social media comments from passengers ranged from angry or worried to understanding — but didn’t appear to be at a volume that made the snafu much of a trending topic on Thursday.
On Wednesday, the headline in The New York Times stated: “American Airlines Error Leaves Thousands of Holiday Flights Without Pilots.” Daniel Victor wrote: