were, then, called to reason with the man until one of the officers took the action.INTANGIBLE ASSET: REPUTATIONAlthough United Airlines claimed they followed the right procedures to involuntarily de-board customers, the way how the Chicago Airport officers carried out was truly upsetting everyone. This badly destroyed the reputation of both United Airlines and the Chicago Department of Aviation. As we know, the reputation of a business is essential to its survival. The trust of customers can have a direct and profound impact on a company. As a outside consultant, I would like to suggest:
1.The Chicago Department of Aviation should enforce the officers training on solving problems(simulations as practice) and emotion control.2.The United Airlines shouldn’t remove the customers after they’ve already taken seats. If it was a must to send 4 crew members on board, then they should take action before customers boarding.3.Higher the compensation. 4.Choose customers carefully. For example, choose a group of four people instead of separately.CONCLUSIONI believe that airline companies have their codes and restrictions that need to be obeyed, especially for aviation security. However, it is crucial for companies to consider of maintaining good impression in front of the public before they take any actions. Otherwise, they may solve a small problem but crate a bigger one.