Qantas Airlines Twitter Nosedive Case Solution

Case Solution

The manager of presidency and company Matters at Qantas Airlines suffered a communication situation that was spiraling uncontrollable. Qantas had established a tournament using the social media service Twitter, asking participants to take advantage of Twitter to describe their dream luxury flying experience. However, your competitors dissolved as thousands of people used the opportunity to convey negative comments about Qantas. With the second day, nearly 15,000 people worldwide had used social media to vent their frustrations while using airline travel. The manager must devise an plan of action, before additional damage is experienced by among Australia's most effective brands.

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Questions Covered

1- Identify the issues facing the organization. 
2- Provide recommendations as to how the organization should address the issues