There are hundreds of people who are still alive thanks to the skills of Captain Sullenberger. The news has been inundated with photos of the airplane, the response teams, and reaction from survivors. It seems everyone has an opinion and wants to say something about the heroism displayed by the captain and crew.

Someone is missing in the chorus. Someone important. No, not the captain and crew. They, understandably, cannot talk to the media until after the NTSB investigation is over.

It’s US AIR! I watched about 8 hours (total) of network and local news on January 15 and 16 and saw Mayor Bloomberg and even the White House spokesperson. But I have not heard nor seen any statement from US Air.

US Air has a very tenuous position here.

On one hand they have to work with the legal team to ensure that whatever they say won’t expose them to litigation or go astray of NTSB rules.

On the other they need to get out there to assure the public that they are taking care of things, that they are thankful for no fatalities, and that their aircraft are otherwise safe.

The media has not made it easy on US Air, choosing their own experts and survivor accounts over a statement by CEO Doug Parker. The statement is sound, albeit a little boring (which is why the media is choosing not to run with it). It essentially says:

• They’re happy no one was seriously hurt.
• They’re grateful and proud of everyone pulled together to aid in rescue
• It’s going to take a while to determine what happened but they’re going to work with NTSB on the investigation.

Employees

Right now, employee relations is vitally important. Employees need to know what they can and can’t say, and that any media inquiries need to be referred to the communications department.

In absence of information, employees will make stuff up and the rumor mill will run rampant. Stay in front of the information curve by issuing written briefs, holding meetings with all staff (baggage, tickets, janitorial, executive, etc.), providing employee hotlines, emails, etc. This will go a long way in ensuring that US Air sends one unified message to the public.

Customers

US Air also needs to reach out to its loyal customers to assure them that they continue to fly...and, more importantly, that it is safe to fly.

US Air certainly has its hands full right now.