Qantas Group     Molly BrownDirector of Public Affairs
Company Overview• Qantas is divided into three groups: commercial, customer  service and marketing, and operations• Qantas...
Crisis Background• November 4, 2010• Airbus A380 mid air engine blow out• Emergency landing in Singapore 90 minutes after ...
Organizational Response• Held 5 media briefs and 6 media interviews and a YouTube video  address• Did not utilize twitter ...
Media Response• Media broke story early• CEO gave media brief 30 minutes after explosion• Media criticized Qantas’ communi...
Stakeholder Response• Customers became frustrated with Qantas’ lack of  communication• Rolls-Royce urged airlines to inspe...
Recommendations• Utilize social media to full potential• Perform routine maintenance
Thank You for your time!
Cc analysis pwrpt
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Cc analysis pwrpt

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Cc analysis pwrpt

  1. 1. Qantas Group Molly BrownDirector of Public Affairs
  2. 2. Company Overview• Qantas is divided into three groups: commercial, customer service and marketing, and operations• Qantas is based out of Sydney Australia• Founded in 1920• employs 32,500 people• Services 182 destinations in 44 countries• Founded by Lieutenants Wilmont Hudson Fysh and Paul McGinness• Name comes from the registered title Queensland and Northern Territory Aerial Service Limited
  3. 3. Crisis Background• November 4, 2010• Airbus A380 mid air engine blow out• Emergency landing in Singapore 90 minutes after explosion• 459 passengers and crew on board
  4. 4. Organizational Response• Held 5 media briefs and 6 media interviews and a YouTube video address• Did not utilize twitter and facebook• Suspended A380 services
  5. 5. Media Response• Media broke story early• CEO gave media brief 30 minutes after explosion• Media criticized Qantas’ communication with their customers• Later media blamed Rolls-Royce for the explosion
  6. 6. Stakeholder Response• Customers became frustrated with Qantas’ lack of communication• Rolls-Royce urged airlines to inspect engines carefully• Australian Transport Safety Bureau (ATSB) launched investigation
  7. 7. Recommendations• Utilize social media to full potential• Perform routine maintenance
  8. 8. Thank You for your time!

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