{"id":5107,"date":"2018-11-06T14:36:09","date_gmt":"2018-11-06T14:36:09","guid":{"rendered":"https:\/\/thesocialelement.agency\/?p=5107"},"modified":"2020-10-16T13:16:42","modified_gmt":"2020-10-16T13:16:42","slug":"analysis-racist-incident-ryanair","status":"publish","type":"post","link":"https:\/\/thesocialelement.agency\/analysis-racist-incident-ryanair","title":{"rendered":"Analysis of the racist incident on Ryanair"},"content":{"rendered":"

Being able to articulate an empathetic response within an appropriate time frame is key to managing a brand reputation crisis. However, Ryanair\u2019s recent handling of a racist incident displays a complete lack of understanding of the situation, as well as its inability to manage the negative backlash.<\/span>
\nIn a video filmed by another passenger<\/span><\/a>, it showed David Mesher shouting at 77-year old Delise Gayle in a dispute over seating arrangements, using very strong, abusive and racist language.<\/span>
\n <\/p>\n

Timeline of events<\/h2>\n

By looking at the timeline of events, you can see that Ryanair has failed to contain the crisis by delaying its initial response, putting out a corporate statement and then responding in a very defensive manner.<\/span>
\n19 October – Racist outburst occurs on a flight from Barcelona<\/span>
\n19 October – Video uploaded onto social media<\/span>
\n20 October – News story picked up by global media<\/span>
\n21 October – RyanAir issues statement<\/span><\/p>\n

\n

Statement: We are aware of this video and have reported this matter to Essex Police<\/p>\n

\u2014 Ryanair (@Ryanair) October 21, 2018<\/a><\/p><\/blockquote>\n