{"id":304,"date":"2025-12-08T12:18:02","date_gmt":"2025-12-08T12:18:02","guid":{"rendered":"https:\/\/kryselbrands.com\/blog\/?p=304"},"modified":"2025-12-08T15:16:56","modified_gmt":"2025-12-08T15:16:56","slug":"pr-crisis-management-from-mistakes-to-building-trust","status":"publish","type":"post","link":"https:\/\/kryselbrands.com\/blog\/pr-crisis-management-from-mistakes-to-building-trust\/","title":{"rendered":"PR Crisis Management: From Mistakes to Building Trust"},"content":{"rendered":"\n<div class=\"wp-block-group has-black-color has-text-color has-link-color wp-elements-b13da6a65cf1c39bb22b11df8b6cc01b is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading\" id=\"ember1112\">Introduction<\/h2>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-3450ce999cb86ae8897dbaa9ca3ff73f\" id=\"ember1113\"><strong><em>The internet never forgets<\/em>, <em>and for Ibom Air, one passenger crisis was all it took to drag their reputation even lower.<\/em><\/strong><\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-35c44fd32d31b4eebb18cde964e856c7\" id=\"ember1114\">On August 10, 2025, a clip of a passenger being dragged off a flight for refusing to switch off her phone went everywhere. The rough handling, the public humiliation, and the dramatic <strong>lifetime ban<\/strong> fueled instant outrage.<\/p>\n<\/div>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-6c9c3100becf89ea4035c603fe58614e\" id=\"ember1115\">The backlash was swift. The Nigerian Bar Association condemned it, regulators got involved, and for many Nigerians, it wasn\u2019t about safety anymore. It just confirmed what they already thought: Ibom Air is unreliable, customer-unfriendly, and doesn\u2019t care.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-5a85ff13db1c3d4ad590fe88c6166671\" id=\"ember1116\">This wasn\u2019t just a passenger dispute; it was a full-blown <strong><a href=\"https:\/\/kryselbrands.com\/blog\/what-is-public-relations-everything-you-need-to-know-about-pr-in-2025\/\">PR<\/a> disaster<\/strong>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-black-color has-text-color has-link-color wp-elements-2aa5870d6e961622fed595eba83edc75\">A viral video went up against a defensive company statement.<\/li>\n\n\n\n<li class=\"has-black-color has-text-color has-link-color wp-elements-55f5ba81c1e21a47049ed7982e4e5597\">A lifetime ban that felt rash, extreme, and authoritarian.<\/li>\n\n\n\n<li class=\"has-black-color has-text-color has-link-color wp-elements-6187e650ebde740e41627447aab22719\">Human dignity became the headline, not aviation safety.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-afab9c1af92d3a5569faf326431b75ef\" id=\"ember1118\">In a crisis, <strong>the facts matter, but perception moves faster.<\/strong><\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-9e8f44ec264268778c52b1fd869d126a\" id=\"ember1119\">In this article, we\u2019ll look at how <strong>mid-sized to large businesses can build a proper crisis management plan.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-53bda3cc2c8c8a283b2bad8537ab502f\" id=\"ember1120\">Definition of Terms<\/h2>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-a6d4f8fb77e1879504283698d62321c3\" id=\"ember1121\">Many brands assume <em>\u201cit won\u2019t happen to <\/em>us,\u201d but research shows the opposite.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-5457325bce0ee8ce343c5d3a315e2760\" id=\"ember1122\">PwC\u2019s <strong>2019 Global Crisis Survey<\/strong> of over 2,000 companies found that only <strong>7%<\/strong> had avoided a crisis in the past five years. Nearly a third (<strong>29%<\/strong>) had gone through <strong>2\u20135 crises<\/strong>, while <strong>24%<\/strong> faced more than five.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-ee7835c77180d645a86976a481b1bc9e\" id=\"ember1123\">Put simply, a <strong>crisis<\/strong> is any unexpected event that threatens your people, operations, reputation, or financial stability, whether it\u2019s internal (like product failures or staff misconduct) or external (like viral backlash or regulatory action).<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-87483b4986c57ad6b52e7a7917dd9fde\" id=\"ember1124\">The goal of crisis management is simple and that is to <strong>reduce confusion, protect trust, and limit long-term damage.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-c046b8e1e4c9591324ce11d07d94fccd\" id=\"ember1125\">Stages of Crisis Communication<\/h2>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-b0e3829a907822184e9db9ecb2e3b95c\" id=\"ember1126\">Not every emergency looks the same, and the way you talk about it shouldn\u2019t either. A company&#8217;s communication strategy depends on when the issue arises, its severity, and the impact it has. The clearer each stage is understood, the easier it is to stay calm and deliberate when things spiral.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-81d442fd1a850e7d27b504b078e4fa44\" id=\"ember1127\">1. Before a Crisis Hits (Pre-Crisis Communication)<\/h3>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-e97576d5462843fcee48e9b1138cf2a9\" id=\"ember1128\">This is the preparation window, the calm before the storm. Here, organisations map out possible risks, decide who takes charge if something does happen, and set the tone for how the first few hours should unfold.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-5c016eaa2167d8f026501846cd05088c\" id=\"ember1129\">For example, a company that manages sensitive personal data might draft a message in advance about what they\u2019ll say in case of a breach. That way, if the worst happens, they\u2019re not fumbling; they already have words and actions ready to roll.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-64c01e6a989e3300b1438d1b68ad1113\" id=\"ember1130\">Case Study \u2013 NNPC (Nigeria)<\/h3>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-0e223568771850654fc4258d59754371\" id=\"ember1131\">In 2025, a viral video claimed that fuel sold by the Nigerian National Petroleum Company (NNPC) \u201cburned faster\u201d than a competitor\u2019s product, and NNPC responded by issuing a statement calling the claim \u201cbaseless and misleading\u201d and threatening legal action against those behind it.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-0bf87196244b1bfa483f2d80323c9d49\" id=\"ember1132\">Technically, the accuracy of the claim was disputed, but in crisis communication, perception often matters more than fact. By leaning into a defensive, legalistic response, NNPC risked amplifying the controversy instead of calming it. Many consumers remained unsure, and the online discussion continued to spiral.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-b2ad5729fb375be9d81042799bea9b2d\" id=\"ember1133\"><span style=\"background-color: rgba(0, 0, 0, 0.2);\"><b>T<\/b><\/span><strong>he lesson<\/strong> here is that while not every crisis comes from failure, some are fueled by perception and virality. Hence, plan with neutral, fact-based responses or even a rumour can spiral into reputational damage.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img fetchpriority=\"high\" decoding=\"async\" width=\"700\" height=\"400\" src=\"https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759416044024.jpg\" alt=\"Article content\" class=\"wp-image-307\" srcset=\"https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759416044024.jpg 700w, https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759416044024-300x171.jpg 300w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><figcaption class=\"wp-element-caption\">Credit: Business Day<\/figcaption><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1168\" height=\"585\" src=\"https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759404049855.png\" alt=\"Article content\" class=\"wp-image-309\" srcset=\"https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759404049855.png 1168w, https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759404049855-300x150.png 300w, https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759404049855-1024x513.png 1024w, https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759404049855-768x385.png 768w\" sizes=\"(max-width: 1168px) 100vw, 1168px\" \/><figcaption class=\"wp-element-caption\">A Picture from NNPC&#8217;s Press Release<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-edc12582be6e4843456fcc37f3ec8165\" id=\"ember1136\">2. In the Heat of the Moment (Crisis Communication)<\/h3>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-40678637909aa5cc4519e505237e9857\" id=\"ember1137\">Reactive crisis communication is about stepping into the conversation before rumors take control.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-f7622a4a417a500aaecabefdfbd031c4\" id=\"ember1138\">The rule is simple: speak early, speak clearly, and speak honestly. Even if the full picture isn\u2019t clear, silence will only look suspicious.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-082400f67213706a7ec7272ba988e852\" id=\"ember1139\">Take a power outage: within the first hour, a quick social media post and a short customer email are enough to prove you\u2019re on top of things. People don\u2019t expect perfection right away, but they do expect presence. Early visibility builds trust, but absence erodes it.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-280938bf77d48048c20d14824ed4109d\" id=\"ember1140\">Case Study \u2013 Ibom Air (Nigeria)<\/h3>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-d9befb66f96b933b88f152da6ad01cc5\" id=\"ember1141\">When a passenger assaulted a crew member and refused to follow safety rules in August 2025, Ibom Air reacted with a dramatic <strong>lifetime ban<\/strong> and public humiliation. While the safety concern was real, the communication was excessive, defensive, and rushed. Backlash from the <a href=\"https:\/\/punchng.com\/nba-others-condemn-ibom-air-over-female-passengers-assault\/\">Nigerian Bar Association<\/a> and public figures forced regulators to walk back the ban, making Ibom Air look both authoritarian and inconsistent.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-79e15ccc919d2306eb93428fa850bb3c\" id=\"ember1142\"><strong>Lesson:<\/strong> In the heat of a crisis, speed matters, but clarity and proportionality matter even more. While half-checked updates fuel misinformation and erode trust, a neutral and fact-based early statement would have protected crew safety <em>and<\/em> public trust.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-81e6d6d27eed9a8eceae9fbcaa6c0fca\" id=\"ember1143\">Strong crisis teams would separate what\u2019s confirmed, what\u2019s pending, and what must stay private. A rushed, wrong update inflames a crisis, while a fast, accurate one calms it.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"640\" height=\"360\" src=\"https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759400919026.png\" alt=\"Article content\" class=\"wp-image-311\" srcset=\"https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759400919026.png 640w, https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759400919026-300x169.png 300w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><figcaption class=\"wp-element-caption\">Credit: BBC News Pidgin<\/figcaption><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1080\" height=\"940\" src=\"https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417185209.jpg\" alt=\"Article content\" class=\"wp-image-308\" srcset=\"https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417185209.jpg 1080w, https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417185209-300x261.jpg 300w, https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417185209-1024x891.jpg 1024w, https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417185209-768x668.jpg 768w\" sizes=\"(max-width: 1080px) 100vw, 1080px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1170\" height=\"937\" src=\"https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417242957.png\" alt=\"Article content\" class=\"wp-image-312\" srcset=\"https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417242957.png 1170w, https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417242957-300x240.png 300w, https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417242957-1024x820.png 1024w, https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417242957-768x615.png 768w\" sizes=\"(max-width: 1170px) 100vw, 1170px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1111\" height=\"1000\" src=\"https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417200296.jpg\" alt=\"Article content\" class=\"wp-image-310\" srcset=\"https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417200296.jpg 1111w, https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417200296-300x270.jpg 300w, https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417200296-1024x922.jpg 1024w, https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/1759417200296-768x691.jpg 768w\" sizes=\"(max-width: 1111px) 100vw, 1111px\" \/><figcaption class=\"wp-element-caption\">Credit: Ibom Air<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-6c3ce0cd57c138661d844d31d312acb8\" id=\"ember1148\">3. Post-Crisis Communication<\/h3>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-5d73c382a362a2c1e1b8f359d332c161\" id=\"ember1149\">This stage is about rebuilding trust or, in some cases, even strengthening it. Stakeholders want closure. That might mean a transparent company-wide memo, a detailed blog post, or a Q&amp;A session where leaders answer questions directly. The point is to show that lessons were learned and improvements are underway. <strong>Ensure you are transparent with relevant stakeholders in proportion to what they can reasonably handle.<\/strong><\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-189308a7c5dd1bd4879005a2fca71d4d\" id=\"ember1150\">People forgive mistakes more easily when they see genuine accountability.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-f38b6d5484f0bc588250951d65d3cc3a\" id=\"ember1151\">How to Build a Crisis Communication Plan (Step-by-Step)<\/h2>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-c43ed271850fef797ad5796c92716873\" id=\"ember1152\">A strong crisis communication plan isn\u2019t something you invent when trouble strikes. It\u2019s a system you build ahead of time so your team knows exactly what to say, who should say it, and how quickly.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-d3c9992f2dca9c0b8ad4315a47c5ae83\" id=\"ember1153\">Step 1: Spot and Rank Risks<\/h3>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-1bee68cb80bc6986646ad9950e3c8084\" id=\"ember1154\">List possible threats: product failures, lawsuits, cyberattacks, staff misconduct, or data leaks. Rank them by probability and severity. Some deserve a full playbook; others just need a holding statement.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-fa45309009530804f1d719399cb36249\" id=\"ember1155\">In 2024, a customer posted a negative review of Erisco\u2019s tomato paste online. Instead of treating this as a common reputational risk, the company responded as though it were a severe legal threat, escalating straight to police involvement. The result was a nationwide backlash that did far more damage to Erisco\u2019s reputation than the review itself.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-5890df5fc0437d6b650b7bd3220636b6\" id=\"ember1156\">If Erisco had <strong>spotted and ranked risks ahead of time<\/strong>, they would have flagged <em>online criticism<\/em> as a <strong>high-frequency, low-severity reputational risk,<\/strong> the kind of issue that calls for empathy and clear communication, not litigation. With a playbook in place, they could have addressed the concern calmly, reassured customers about product quality, and avoided fueling outrage.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-37f8467828c6cb2729e174c1d100ab6a\" id=\"ember1157\"><strong>Lesson:<\/strong> Anticipating reputational risks helps companies avoid overreactions that turn routine criticism into full-blown crises.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-a34ea56fde84a9a394efebc412aa85e2\" id=\"ember1158\">Step 2: Build a Crisis Team<\/h3>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-2e4686789cbc71721f657e5d9f676ef2\" id=\"ember1159\">No one person can handle a crisis solo. Create a team across PR, legal, HR, compliance, and leadership. Assign roles clearly, including backups. No one department should dominate. Balanced input avoids tone-deaf responses.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-dd1574c9a71cbead66e212463df47d11\" id=\"ember1160\">Step 3: Define Roles and Draft Messages<\/h3>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-089cefd0acde1ee8c2c1fb0bcabcf9d4\" id=\"ember1161\">Decide ahead of time who speaks to the press, who updates staff, and who manages social media. Draft templates for likely scenarios with placeholders for facts and timelines.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-44da0d251c79ec80b5596aa39f513e29\" id=\"ember1162\">Step 4: Choose Channels and Protocols<\/h3>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-ac68faa669dc43e69d988491db65f830\" id=\"ember1163\">Different crises need different responses. Some need a tweet; others need a press release and stakeholder calls. Set timing rules; serious crises may need hourly updates, smaller ones daily.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-8fd024bcaf4dc13405a7d12d510a476f\" id=\"ember1164\">Step 5: Test and Refine Regularly<\/h3>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-a61adeb26a86a58db5d1c4a3c6c7604c\" id=\"ember1165\">A plan on paper means little without practice. Run drills simulating different crises: a product failure, a scandal, or a cyber breach. Walk through the process step by step to spot gaps and test response speed. Practice builds muscle memory. Teams that rehearse stay calmer and faster when a real emergency happens. Keep your plan in a live digital toolkit with templates, contact lists, and escalation maps. Review it quarterly or after major changes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-e4811e15ce26e710a0bb326461c60962\" id=\"ember1166\">What\u2019s Next?<\/h2>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-5328b8c2797c1ab46207f9a939996cd6\" id=\"ember1167\">Different industries face different risks and public expectations. A hospital, a bank, and a food delivery app can\u2019t handle crises the same way.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-black-color has-text-color has-link-color wp-elements-bec58fbd5dd5219701f569e075c59937\">Highly regulated industries (such as healthcare and finance) must adhere to formal, compliant messaging.<\/li>\n\n\n\n<li class=\"has-black-color has-text-color has-link-color wp-elements-6a19519c7b49c531b5ea87aa00ed573e\">Consumer brands can lean into faster, friendlier updates.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-24488b54851594e33687f1600adc8553\" id=\"ember1169\">The smartest companies adapt their tone and timing to fit their space rather than using one-size-fits-all messaging.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-9c9b7bd1dbec32b08cda398df7abf977\" id=\"ember1170\">Today, crisis communication isn\u2019t just about press releases. It\u2019s a multi-channel response across social media, email, and direct stakeholder outreach, all within hours.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-869e0d6476aed537b6ef02f75eb6b9cc\" id=\"ember1171\">In the end, people judge companies by how they <em>respond<\/em> under pressure, not just by what went wrong. Businesses that prepare, practice, and communicate clearly earn loyalty and bounce back faster.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-61355b21ff740acea3486c2934b443a5\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Introduction The internet never forgets, and for Ibom Air, one passenger crisis was all it took to drag their reputation even lower. On August 10, 2025, a clip of a passenger being dragged off a flight for refusing to switch off her phone went everywhere. The rough handling, the public humiliation, and the dramatic lifetime [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":306,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[12],"tags":[],"class_list":["post-304","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-public-relations"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.7 (Yoast SEO v24.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>PR Crisis Management: From Mistakes to Building Trust - Krysel Brands | Blog<\/title>\n<meta name=\"description\" content=\"After Ibom Air\u2019s viral incident, learn how brands can prepare, respond, and rebuild trust with clear, ethical crisis communication plans.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kryselbrands.com\/blog\/pr-crisis-management-from-mistakes-to-building-trust\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"PR Crisis Management: From Mistakes to Building Trust\" \/>\n<meta property=\"og:description\" content=\"After Ibom Air\u2019s viral incident, learn how brands can prepare, respond, and rebuild trust with clear, ethical crisis communication plans.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/kryselbrands.com\/blog\/pr-crisis-management-from-mistakes-to-building-trust\/\" \/>\n<meta property=\"og:site_name\" content=\"Krysel Brands | Blog\" \/>\n<meta property=\"article:published_time\" content=\"2025-12-08T12:18:02+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-08T15:16:56+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/top-view-wooden-pieces-arrangement-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1440\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Blessing Ogundiran\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Blessing Ogundiran\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/kryselbrands.com\/blog\/pr-crisis-management-from-mistakes-to-building-trust\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/kryselbrands.com\/blog\/pr-crisis-management-from-mistakes-to-building-trust\/\"},\"author\":{\"name\":\"Blessing Ogundiran\",\"@id\":\"https:\/\/kryselbrands.com\/blog\/#\/schema\/person\/1c2755384f5a1f22273ca071290827ef\"},\"headline\":\"PR Crisis Management: From Mistakes to Building Trust\",\"datePublished\":\"2025-12-08T12:18:02+00:00\",\"dateModified\":\"2025-12-08T15:16:56+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/kryselbrands.com\/blog\/pr-crisis-management-from-mistakes-to-building-trust\/\"},\"wordCount\":1381,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/kryselbrands.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/kryselbrands.com\/blog\/pr-crisis-management-from-mistakes-to-building-trust\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/kryselbrands.com\/blog\/wp-content\/uploads\/2025\/12\/top-view-wooden-pieces-arrangement-scaled.jpg\",\"articleSection\":[\"Public Relations\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/kryselbrands.com\/blog\/pr-crisis-management-from-mistakes-to-building-trust\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/kryselbrands.com\/blog\/pr-crisis-management-from-mistakes-to-building-trust\/\",\"url\":\"https:\/\/kryselbrands.com\/blog\/pr-crisis-management-from-mistakes-to-building-trust\/\",\"name\":\"PR Crisis Management: From Mistakes to Building Trust - 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