PRWeek examines why American Airlines “Strollergate” didn’t rise to the level that United Airlines experienced. From reporter Diana Bradley:

“…By responding to its own incident quickly, American Airlines halted the matter from blowing up, crisis experts say. Just a few hours after the video was published on Facebook, the airline company issued a statement, which it put on its website. In the statement, the airline apologized, said it had launched an investigation to obtain the facts, noted it had upgraded the family affected to first class, and added it had suspended the flight attendant involved.”