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Abstract

This is part of a case series. This case takes us back to 1993, when American Airlines (AA) faced major backlash from the LGBT community for its role in two public events. The first, labeled the 'pillows and blankets' incident, referred to a leaked message from a flight crew to ground headquarters; the message asked for a change of pillows and blankets after a flight with large numbers of gay men on board. AA responded rapidly by apologizing to the public and changing its employee policies to include sexual orientation in its non-discrimination policies. However, the second incident, in which an HIV-positive passenger was forcibly removed from a flight when he tried to deliver IV medication to himself, initiated calls for a global boycott of the airline. Part (A) of this case asks you to consider what actions you might take as a leader at the company, and it asks you to determine the major stakeholders and the importance of first-hand experience with LGBT or HIV-positive individuals in designing an adequate corporate response.
Industry:
Other setting(s):
1990s

About

Abstract

This is part of a case series. This case takes us back to 1993, when American Airlines (AA) faced major backlash from the LGBT community for its role in two public events. The first, labeled the 'pillows and blankets' incident, referred to a leaked message from a flight crew to ground headquarters; the message asked for a change of pillows and blankets after a flight with large numbers of gay men on board. AA responded rapidly by apologizing to the public and changing its employee policies to include sexual orientation in its non-discrimination policies. However, the second incident, in which an HIV-positive passenger was forcibly removed from a flight when he tried to deliver IV medication to himself, initiated calls for a global boycott of the airline. Part (A) of this case asks you to consider what actions you might take as a leader at the company, and it asks you to determine the major stakeholders and the importance of first-hand experience with LGBT or HIV-positive individuals in designing an adequate corporate response.

Settings

Industry:
Other setting(s):
1990s

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