CRISIS SITUATION 2011 AMANDA SCHUMACHER SAMANTHA NOMMENSEN Amanda

CRISIS SITUATION 2011 AMANDA SCHUMACHER SAMANTHA NOMMENSEN

� Amanda Schumacher Our Crisis Team Customer Relations, Airport Relations � Samantha Nommensen Spokesperson, Media Contact, Internal Relations � Chuck Smith Legal Relations � Wilbur Jones “Be the best” © 2011 Air Tran Airways Financial Supervisor/Financial Relations

Our Crisis “Be the best” © 2011 Air Tran Airways A 5 -year-old girl was flying alone from Pittsburg, PA to Orlando FL About an hour into the flight, the pilot put on the “fasten your seatbelts” signal due to the turbulence. The young girl, still unable to read well, made her way to the bathroom. While in the bathroom, the plane hit a strong pocket of turbulence. The young girl was tossed around the bathroom and hit the wall very hard. The flight attendants soon heard crying from the bathroom, only to find that the young girl had severely injured her arm and head The plane had to make an emergency landing at the Charlotte-Douglas International Airport in North Carolina. The extent of the girl’s injuries is yet unknown.

� 1: 10 pm-Flight takes off from Pittsburg, PA � 2: 10 pm-Flight experiences some turbulence Timeline � 2: 30 pm-Girl is found in bathroom with injuries Wednesday, December 7 th Thursday, December 8 th Friday, December 9 th Saturday, December 10 th Sunday, December 11 th Monday, December 12 th Tuesday, December 13 th Flight attendants alert pilot, radios nearest airport for emergency landing, parents/guardians contacted � 3: 00 pm-Plane lands in Charlotte-Douglas Girl is flown to hospital via Flight for Life Emergency Landing Plans enacted (Airtran, Charlotte-Douglas, TSA) Police question passengers/crew Passengers contact information collected Plane grounded for further investigation Air. Tran PR Team contacted � 3: 18 pm-Girl lands at hospital (Presbyterian “Be the best” © 2011 Air Tran Airways Matthews in Charlotte, accompanied by head flight attendant) Girl’s parents/guardians are located, transported to nearest airport, flown by private jet into Charlotte-Douglas, and transported to hospital

� 4: 35 pm-Air. Tran PR Team (Amanda and Sam) arrive at Timeline Wednesday, December 7 th Thursday, December 8 th Friday, December 9 th Saturday, December 10 th Sunday, December 11 th Monday, December 12 th Charlotte-Douglas Converse/question police/passengers/crew Call hospital for questions regarding holding a press conference, formulate press release for local news stations and newspapers � 6: 15 pm-Grounded passengers board alternative flight for Orlando, FL Passengers received food vouchers to use at airport restaurants, and one free round trip ticket voucher for the inconvenience � 7: 30 pm-Amanda and Sam arrive at hospital With legal team, discuss with hospital and girl’s parents/guardians insurance and hospital coverage via Air. Tran Tuesday, December 13 th � 8: 00 pm- Midnight Prepare for press conference at hospital grounds the next day. “Be the best” © 2011 Air Tran Airways

Timeline Wednesday, December 7 th Thursday, December 8 th 9: 00 am-PR team arrives at hospital Receives updated status on girl Set up conference room for media with breakfast and beverages, prep Sam (spokesperson) 10: 00 am-Press conference #1 Friday, December 9 th Saturday, December 10 th Sunday, December 11 th Monday, December 12 th Tuesday, December 13 th “Be the best” © 2011 Air Tran Airways 11: 30 am-Check in with girl Thank hospital with supplying lunch for employees who set up the audio/visual in conference room 12: 30 pm-Fly back to Atlanta, GA Prep for meeting with management 2: 30 pm-MEET WITH MANAGEMENT Receive feedback on proposed PR plan (happening now)

Timeline 5: 00 pm-Call hospital, check status of girl Contact passengers/crew of flight and check in to see how they are doing, inquire if they need assistance with anything Wednesday, December 7 th Thursday, December 8 th Friday, December 9 th Saturday, December 10 th Sunday, December 11 th Monday, December 12 th Tuesday, December 13 th 6: 00 pm- Formulate another press release; Plan another press conference within the next 48 hours

8: 00 am-Wilbur contacts the insurance companies and the hospital Send flowers to girl at hospital Timeline Wednesday, December 7 th Thursday, December 8 th 9: 00 am-Amanda and Sam meet with Human Resources to discuss disciplinary actions regarding flight attendant who was charged with supervising the girl during the flight 12: 00 pm-Work on new Air. Tran unaccompanied minor policy Friday, December 9 th Saturday, December 10 th Sunday, December 11 th Monday, December 12 th Tuesday, December 13 th 4: 00 pm-Set up for LIVE televised press conference at head quarters (refreshments/water bottles) audio/visual 6: 00 pm-Conduct Press Conference #2 6: 45 -7: 30 pm-Help take down audio/visual set up 7: 30 pm-Call hospital for update on girl’s condition 8: 00 am-Midnight-Work on new policies, schedule meetings with management and HR for within the next 48 hours

� 9: 30 am- Call hospital for update on girl’s condition, see if there is anything the child/legal guardians need assisting with. Timeline � 10: 00 am- Meeting with Peggy Sauer-Clark Wednesday, December 7 th Thursday, December 8 th Friday, December 9 th (Vice President, In Flight Service) � 11: 00 am- Meeting with Klaus Goersch (Vice President, Operations and Customer Service) Saturday, December 10 th Sunday, December 11 th Monday, December � 1: 00 pm- Meeting with Jean-Pierre Dagon (Director of Corporate Safety) 12 th Tuesday, December 13 th � 2: 00 pm- Gather the PR team together and discuss � 4: 30 pm –Check up on girl at hospital � 5: 00 pm-Dinner meeting with management “Be the best” Air. Tran Airways 2011 � 7: 00 pm-Issue statement regarding final press conference at headquarters the following day

9: 00 am-Prepare for press conference (audio/visual, snacks for media) Timeline Wednesday, December 7 th Thursday, December 8 th Friday, December 9 th Saturday, December 10 th Sunday, December 11 th Monday, December 12 th Tuesday, December 13 th “Be the best” © 2011 Air Tran Airways 9: 15 am-Call hospital for most current update on girl 10: 30 am-Press Conference #3 4: 30 pm-Call hospital for update on girl

� 9: 30 am-Call hospital for update Timeline Wednesday, December 7 th Thursday, December 8 th Friday, December 9 th Saturday, December 10 th Sunday, December 11 th Monday, December 12 th Tuesday, December 13 th “Be the best” © 2011 Air Tran Airways • Wrote, mailed letters � • Managed 10: 00 am-Call to make sure new responses policies/educational plans are being back implemented • Called hotel for information on rooms and banquet hall � • Booked 3: 00 pm-Formulate press release on new rooms/hall extensive training for flight attendants • Sent reminders to participants regarding unaccompanied minors • Made name tags for welcome dinner � • Greeted 4: 30 pm-Call hospital for update guests upon arrival at hotel • Ran Session 1, took notes session 2 • Compiled notes into power point for review

� 9: 30 am-Call hospital for update � 10: 30 am-Meet with PR team to evaluate plans, follow up Timeline on policies that started yesterday, etc Wednesday, December 7 th Thursday, December 8 th Friday, December 9 th Saturday, December 10 th Sunday, December 11 th Monday, December 12 th Tuesday, December 13 th “Be the Best” Air. Tran Airways 2011 � 4: 30 pm-Follow up with hospital

Amanda Schumacher *Continue contact with girl/girl’s family as she continues to recover *Maintain contact with passengers traumatized from event PR Team: Responsibilities *Maintain contact with heads of management on how programs are being implemented Samantha Nommensen *Continue to keep media informed Chuck Smith *Continue to handle any and all law * Continue to maintain contact with heads of management regarding programs and legal matters that come up regarding the situation *Handle all insurance matters concerning the young girl “Be the Best” Air. Tran Airways 2011 Wilbur Jones *Continue to inform PR team of what is being spent, and report numbers back to management for final quarter #s

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