CRISIS SITUATION 2011 AMANDA SCHUMACHER SAMANTHA NOMMENSEN

C R I S I S S I T UAT I O N 2 0 1 1

A M A N D A S C H U M A C H E RS A M A N T H A N O M M E N S E N

Our Crisis Team

“Be the best” © 2011 Air Tran Airways

Amanda SchumacherCustomer Relations, Airport Relations

Samantha NommensenSpokesperson, Media Contact, Internal Relations

Chuck SmithLegal Relations

Wilbur JonesFinancial Supervisor/Financial Relations

Our Crisis


A 5-year-old girl was flying alone from Pittsburg, PA to Orlando FL About an hour into the flight, the pilot put on the “fasten your seatbelts” signal due to the turbulence. The young girl, still unable to read well, made her way to the bathroom. While in the bathroom, the plane hit a strong pocket of turbulence. The young girl was tossed around the bathroom and hit the wall very hard. The flight attendants soon heard crying from the bathroom, only to find that the young girl had severely injured her arm and head The plane had to make an emergency landing at the Charlotte-Douglas International Airport in North Carolina. The extent of the girl’s injuries is yet unknown.

TimelineWednesday, December 7th

Thursday, December 8th

Friday, December 9th

Saturday, December 10th

Sunday, December 11th

Monday, December 12th

Tuesday, December 13th


1:10pm-Flight takes off from Pittsburg, PA

2:10pm-Flight experiences some turbulence

2:30pm-Girl is found in bathroom with injuriesFlight attendants alert pilot, radios nearest airport for emergency landing, parents/guardians contacted

3:00pm-Plane lands in Charlotte-DouglasGirl is flown to hospital via Flight for LifeEmergency Landing Plans enacted (Airtran, Charlotte-Douglas, TSA)Police question passengers/crewPassengers contact information collectedPlane grounded for further investigationAirTran PR Team contacted

3:18pm-Girl lands at hospital (Presbyterian Matthews in Charlotte, accompanied

by head flight attendant)Girl’s parents/guardians are located, transported to nearest airport, flown by private jet into Charlotte-Douglas, and transported to hospital

Timeline Wednesday, December 7th








4:35pm-AirTran PR Team (Amanda and Sam) arrive at Charlotte-Douglas

Converse/question police/passengers/crewCall hospital for questions regarding holding a press conference, formulate press release for local news stations and newspapers

6:15pm-Grounded passengers board alternative flight for Orlando, FL Passengers received food vouchers to use at airport restaurants, and one free round trip ticket voucher for the inconvenience

7:30pm-Amanda and Sam arrive at hospitalWith legal team, discuss with hospital and girl’s parents/guardians insurance and hospital coverage via AirTran

8:00pm- Midnight

Prepare for press conference at hospital grounds the next day.









9:00am-PR team arrives at hospitalReceives updated status on girlSet up conference room for media

with breakfast and beverages, prep Sam (spokesperson)

10:00am-Press conference #1

11:30am-Check in with girlThank hospital with supplying lunch

for employees who set up the audio/visual in conference room

12:30pm-Fly back to Atlanta, GAPrep for meeting with management

2:30pm-MEET WITH MANAGEMENTReceive feedback on proposed PR plan(happening now)

Timeline

5:00pm-Call hospital, check status of girlContact passengers/crew of flight

and check in to see how they are doing, inquire if they need assistance with anything

6:00pm- Formulate another press release;Plan another press conference

within the next 48 hours

Wednesday, December 7th







Timeline

8:00am-Wilbur contacts the insurance companies and the hospital Send flowers to girl at hospital

9:00am-Amanda and Sam meet with Human Resources to discuss disciplinary actions regarding flight attendant who was charged with

supervising the girl during the flight

12:00pm-Work on new AirTran unaccompanied minor policy

4:00pm-Set up for LIVE televised press conference at head quarters (refreshments/water bottles) audio/visual

6:00pm-Conduct Press Conference #2

6:45-7:30pm-Help take down audio/visual set up7:30pm-Call hospital for update on girl’s condition

8:00am-Midnight-Work on new policies, schedule meetings with management and HR for within the next 48 hours















“Be the best” AirTran Airways 2011

9:30 am- Call hospital for update on girl’s condition, see if there is anything the child/legal guardians need assisting

with.

10:00 am- Meeting with Peggy Sauer-Clark (Vice President, In Flight Service)

11:00 am- Meeting with Klaus Goersch (Vice President, Operations and Customer Service)

1:00pm- Meeting with Jean-Pierre Dagon (Director of Corporate Safety)

2:00 pm- Gather the PR team together and discuss

4:30 pm –Check up on girl at hospital

5:00pm-Dinner meeting with management

7:00 pm-Issue statement regarding final press conference at headquarters the following day









Timeline

9:00am-Prepare for press conference (audio/visual, snacks for media)

9:15am-Call hospital for most current update on girl

10:30am-Press Conference #3

4:30pm-Call hospital for update on girl

Timeline









•Wrote, mailed letters•Managed responses back•Called hotel for information on rooms and banquet hall•Booked rooms/hall•Sent reminders to participants•Made name tags for welcome dinner•Greeted guests upon arrival at hotel•Ran Session 1, took notes session 2•Compiled notes into power point for review

9:30am-Call hospital for update

10:00am-Call to make sure new policies/educational plans are being implemented

3:00pm-Formulate press release on new extensive training for flight attendants regarding unaccompanied minors

4:30pm-Call hospital for update








“Be the Best” AirTran Airways 2011

9:30am-Call hospital for update

10:30am-Meet with PR team to evaluate plans, follow up on policies that started yesterday, etc

4:30pm-Follow up with hospital

PR Team:Responsibilities

“Be the Best” AirTran Airways 2011

AmandaSchumacher

*Continue contact with girl/girl’s family as she continues to recover

*Maintain contact with passengers traumatized from event

*Maintain contact with heads of management on how programs are being implemented

SamanthaNommensen

*Continue to keep media informed

* Continue to maintain contact with heads of management regarding programs

ChuckSmith

*Continue to handle any and all law and legal matters that come up regarding the situation

*Handle all insurance matters concerning the young girl

WilburJones

*Continue to inform PR team of what is being spent, and report numbers back to management for final quarter #s

Thank you for choosing Air Tran

Documents

CRISIS SITUATION 2011 AMANDA SCHUMACHER SAMANTHA NOMMENSEN