The Qantas airlines was faced with a situation in which the company was threatened because of negative word-of-mouth. The company had initiated a social media campaign in which the people were asked to write about their desired luxury flight experience. However, the opportunity was taken wrongly by the participants who utilized this campaign to state their complaints and dissatisfaction from Qantas. The number of people was an exhilarating 15,000 that threatened the brand image of Australia’s strongest airlines. The case protagonist, the director of corporate affairs was faced with a tough situation that needed to stop before it caused the company a huge amount of damage.
1- Identify the issues facing the organization.
2- Provide recommendations as to how the organization should address the issues.