Sunday, July 30, 2017

The Wonderful World of PR

This blog frequently highlights the disconnects between corporate PR and legalese on the one hand and the real world on the other. Here is a satisfying example of the genre, courtesy of Easyjet whose flight from Nice to Luton today was delayed by 13 hours. The news story has focussed on the apparent punching of a passenger by an airport worker but I spotted this at the bottom of the column in which the eyewitness (and delayed passenger) Arabella Arkwright crosses swords with a faceless spokesperson.

The airline apologised for the delay to the flight because of a “technical issue with the aircraft”. Arkwright said passengers were not told what was wrong with the aircraft or how long the delay would be, but easyJet said passengers were provided with updates and refreshment vouchers.

If you are seriously delayed whilst travelling the only thing you care about is knowing when you can get back on the move. Everything else is flannel. Isn't it wonderful that the airline automatically claims that passengers were given "updates" when it is clear that they had no idea what was going on?  And isn't it easy to imagine how this all played out back in Easyjet HQ?

Scene: The PR office in Easyjet HQ. A few harassed staffers working the phones. Enter Taz1, an intern

Taz:  Gosh it's a bit frantic in here today. What's going on, guys?
PRperson: Spot of bother on the Nice flight. Nothing to worry about. It's only been delayed 13 hours. Could you handle it for me? Just put out an update and keep the mugs passengers happy.
Taz: Yes, love to but what should I say? Do we know when the flight will leave?
PRperson: Do me a favour. It'll go when it's ready and that's all they need to know.
Taz: Oh. Shall I say what the reason is so at least they understand it from our viewpoint?
PRperson: I haven't the faintest idea what the reason is. Nobody does. That's the airline business. We just tell them it's down to technical problems. Give them a refreshment voucher every three hours, that's their lot."
Taz:  OK, got it. And I'll tell the press that we have kept them fully updated while I'm at it.
PRperson: That's it kid. I think you may have a future in customer relations.

 1 Yes,it's him again

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