Discover How Vistara Airlines and Alia Bhatt Masterfully Handled Public Criticism

Introduction

The way individuals and companies handle criticism can significantly impact their reputations. For companies, a well-managed response can prevent a crisis and even turn negative feedback into a positive narrative. This case study examines how Vistara Airlines’ then Chief Strategy and Commercial Officer (CCO), Sanjiv Kapoor, and actress Alia Bhatt successfully navigated public criticism, demonstrating key strategies for effective communication and brand management.

Vistara Airlines: A Model Response to Criticism (2019)

Scenario:

A Twitter user, AviationAnalyst, posted a photo of Vistara Airlines' cabin crew sleeping at BLR domestic lounge, implying they were damaging the company’s image. The tweet read: “Your cabin crew providing negative image of Vistara at BLR domestic lounge on Tuesday, 03 December at 4.25pm, 2019. Please improve your image provided by the cabin crew.”

Response:

Sanjiv Kapoor responded with a tweet that was both factual and empathetic: “We do not condone such photos being taken of our crew or customers without their permission, nor do we think it is correct to post such photos on social media. Our crew are the finest in the industry, and are human too. We suggest you do the right thing and take the photo down.”

Analysis:

Kapoor’s response exemplified several best practices:

1. Acknowledgment and Empathy: Acknowledged the issue without being defensive. Showed empathy towards the crew, humanising them and protecting their dignity.
2. Statement of Fact: Clearly communicated company policies against unauthorised photos. Asserted the quality and professionalism of Vistara’s crew.
3. Call to Action: Requested the removal of the photo, directing the critic to a constructive action.

Outcome:

Kapoor’s balanced response received positive feedback, converting potential negativity into a testament to Vistara’s supportive and respectful work environment. Further engagement by Kapoor, thanking supporters and clarifying the situation, reinforced the company’s commitment to its employees and maintained its reputation.

Alia Bhatt: Turning Criticism into Opportunity (2014)

Scenario:

Alia Bhatt faced significant public ridicule after giving incorrect answers on a popular television show before Aug 2014. The backlash was intense, questioning her intelligence and affecting her public image.

Response:

Instead of becoming defensive, Alia collaborated with the erstwhile comedy group AIB to create a humorous video titled "Alia Bhatt - Genius of the Year." The video played on the criticism she received, showing her ability to laugh at herself and demonstrating resilience.

AIB: Alia Bhatt - Genius of the Year

Analysis:

Bhatt’s response highlights important strategies:

1. Humor and Self-Awareness: Used humor to address the criticism, showing she didn’t take herself too seriously. Displayed self-awareness and a willingness to improve.
2. Engagement and Positivity: Engaged with her audience in a positive manner. Transformed a negative perception into a narrative of growth and humility.

Outcome:

The video went viral, earning her praise for her maturity and sense of humor. This incident helped Alia Bhatt rebuild her image and endear herself to a broader audience, contributing to her eventual success as a respected actress.

Key Takeaways for Handling Criticism

• Acknowledge and Respond Promptly:

Timely acknowledgment of feedback—whether positive or negative—is crucial. Being prepared with a sample response can ensure a swift and appropriate reaction.

• Set the Right Tone:

The tone of the response can define the trajectory of the brand. Empathy, clarity, and professionalism are essential.

• Follow Up Until Resolution:

Continuous communication and follow-up demonstrate commitment to resolving the issue and valuing customer feedback.

• Know When to Take the Conversation Offline:

While initial responses are necessary, prolonged discussions should be moved to private channels to maintain decorum and efficiency.

• Leverage Criticism as an Opportunity:

Constructive handling of criticism can lead to improvements and enhance brand perception, turning potential crises into opportunities for positive engagement.

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The cases of Vistara Airlines and Alia Bhatt illustrate the power of effective communication in handling criticism. Individuals and companies can protect and even enhance their reputations by acknowledging feedback, setting the right tone, and following up with empathy and professionalism. These strategies not only prevent crises but also build stronger, more resilient brands.

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Note: The factual data in these case studies is based on publicly available information, gathered through secondary research. While we have taken utmost care regarding the authenticity and correctness of this information, Eminence Strategy or its team members cannot be held responsible for any loss or damage caused to any of the entities mentioned herein. Our intent is to apply our expertise, knowledge and experience and learn from the industry best practices.