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JetBlue Pilot’s Meltdown Tests Emergency Procedures

A JetBlue flight from New York to Las Vegas had to be diverted to Texas yesterday after the plane’s captain had an apparent breakdown, requiring emergency procedures to swing into action that resulted in the pilot being locked out of the cabin and restrained by passengers and crew.

According to reports, the incident began when the co-pliot noticed that Captain Clayton Osbon was “acting erratically” in the cockpit and was flipping switches unnecessarily and seemed incoherent. The co-pilot persuaded Osbon to leave the cockpit and then locked the door behind him and changed the security code. Osbon became more agitated and began running up and down the aisle before banging on the cockpit door demanding to be let back in. Crew members attempted to calm him down but he became more irate and reportedly began screaming about Iran, Iraq, Afghanistan and Al Queda and that the plane was “going to be taken down.” Eventually a group of passengers, led by security personnel who were on their way to a conference in Las Vegas, tackled Osbon, restrained him with seat belts and sat on him for the remainder of the flight. An off-duty pilot who had also been a passenger assisted the co-pilot to safely land the plane in Amarillo, Texas, where Osbon was taken to a local hospital for observation. None of the 131 passengers or six crew members were harmed.

Osbon, who was a 12-year veteran of JetBlue and and a flight standards captain in charge of cockpit and safety procedures was described as a “consummate professional” by company CEO Dave Barger and had no history of incidents in the past. The FAA does require medical checks every year for pilots under the age of 40 and every six months for pilots older than 40. Although there is no formal psychiatric evaluation, these assessments include mental health questions and fellow crew members are trained to be on the lookout for any signs of mental distress.

Judging by the quick-thinking actions of the co-pilot and crew, with a big assist from the passengers, the system worked:

“I’d say the system functioned properly,” said Dave Funk, a retired Northwest Airlines captain and an aviation consultant with Laird & Associates. “There’s a reason we have two pilots. There’s a reason we have flight attendants. … One healthy pilot on the flight deck who’s qualified would have no problem landing the plane.”

This was the second incident this month in which passengers had to subdue unruly airline personnel. On March 9, passengers helped restrain an American Airlines flight attendant who got on the intercom before takeoff and ranted about 9/11 and airline safety before finally being removed from the plane.

The Risks of Social Media: Avoiding Disaster

In this day and age, most every large organization or company has a Facebook or Twitter page (if they’re not living in the dark ages, that is). But just because a company puts itself out there in the world of modern marketing does not mean mayhem won’t ensue.

Tweets or Facebook posts on a company’s site can help or harm said company — and it’s a fine line between the two. For this issue, a social media policy should be put in place at any company that plays the social media game. If you want to take it a step further, a community manager should be responsible for all social media outlets that pertain to your brand.

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But that’s not all a company has to worry about. As we all know, angry customers often take to the internet to air their grievances, often launching attacks on a company via Twitter or Facebook after a bad experience. Here are a couple of angry tweets aimed at your neighborhood pizza maker, Dominos:

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But Dominos, unlike some companies, responds immediately to customer complaints on Twitter. It is obvious that the pizza chain employs several community managers to take care of such issues or forward the complaints on to the appropriate department. This, everyone, is a great example of the right way to use social media.

Another pioneer in the land of corporate social media is Delta.

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It was announced today that the commercial airline will now allow users to book flights directly on Facebook.

While it’s commendable that the company is looking to social media to boost sales, Delta is not the first airline to use the social web to reach consumers. Southwest, Virgin and event JetBlue have been communicating deals and information to customers via Twitter and Facebook for some time. I’d expect these airlines to start rolling out a similar sales feature to Ticket Window soon.

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Examples of bad business twitter moves include not checking in regularly, mixing business with pleasure (make a separate personal account), mostly self-promotional tweets/posts and not helping others. Having a Twitter or Facebook page that represents your brand means responding quickly and directly and planning for the worst while expecting the best.

What’s the worst case scenario your brand could possibly suffer in a social media PR meltdown? That situation probably won’t occur, but by imagining the worst, you can craft “first line” responses ahead of time, so you won’t be caught off guard. That way you’ll be well prepared if sentiment around your brand suddenly begins to trend negative. This kind of brand take-down, should it occur, happens extremely fast—in a matter of hours.

So, while social media is a great marketing tool for every business, a professional and responsible manager should be in charge of all communication on the various sites and this person should be very well versed on the many risks of social media.