This case is aboutÂ CUSTOMER SERVICE, LABOR
PUBLICATION DATE: November 09, 2000 PRODUCT #: 801113-PDF-ENG
Alaska Airlines and Flight 261 (A)Â Â Case Solution
Over 60 mechanics claimed that they have been “pressured, threatened, and intimidated” into taking shortcuts after the tragic crash. After describing Alaska Airlines’ history and CEO John Kelly, the case describes in details the airline responded to the consequent investigations and the crash. Additionally describes labor relations between its biggest unions and management.
At the end of the case CEO Kelly prepares for a news conference to respond to the mechanics claims. Teaching objective: To address crisis management, corporate diplomacy, labor relations, public relations, and transport safety.