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Global Institute of Internal AuditorsBreadcrumb SeparatorNewsBreadcrumb SeparatorBlog: United Airlines: A Lesson for Internal Auditors on the Risks of Social Media

Read Richard Chambers' Latest Blog
United Airlines: A Lesson for Internal Auditors on the Risks of Social Media

In his blog, IIA President and CEO Richard Chambers, CIA, QIAL, CGAP, CCSA, CRMA, shares his personal reflections and insights on the internal audit profession. Here's an excerpt from his latest post:

The past several weeks will rank among the worst periods ever in which global companies inflicted damage on their brands with clumsy operational, marketing, public relations, and social media actions. Uber, Pepsi, Delta Airlines, and United Airlines have all felt the wrath of consumers, media, and investors as a result of perceived foolish mistakes from the operational front lines to the C-suite. If there are lessons to be drawn by internal auditors, perhaps the best case study is United Airlines.

The world has watched in fascination at the rapid deterioration of the airline's brand after video of one of its passengers being forcefully removed from an overbooked flight went viral. Just days after the video was posted on multiple social media platforms, United's reputation plummeted to a 10-year low, according to one consumer perception research firm.

Read the full InternalAuditor.org blog post from IIA President and CEO Richard Chambers.