Plus: OpenAI CFO clarifies comments on infrastructure financing; Coca-Cola’s AI-produced ad shows how the brand is embracing tech.
Beginning today, the FAA ordered domestic airlines to reduce flights by at least 4% at 40 of the country’s busiest airports, citing serious staffing and safety concerns stemming from the ongoing federal government shutdown.
The move affects major hubs like Atlanta, Chicago, Los Angeles and New York. International routes aren’t included yet, but ripple effects are expected across schedules nationwide, The New York Times reports.
Transportation Secretary Sean Duffy and FAA officials said the reductions are “precautionary safety measures.” If the shutdown continues through Nov. 14, reduced flights will increase to 10%.
Many airlines have already started reaching out to travelers with updates and offering refunds, even for nonrefundable tickets, to get ahead of what could be another wave of cancellations and delays.
In a post on LinkedIn, United Airlines’ Chief Customer Officer David Kinzelman said:
“I want to thank all of you traveling on United Airlines in the coming days. Rest assured you are not navigating this FAA-mandated flight reduction alone. We are doing everything we can to deliver on your travel plans — safely.
“1. If your flight is impacted, we will tell you as soon as we can. And you’ll be automatically rebooked or offered self-serve options. 2. If you want to change the flight you were rebooked on, you can easily do that through the United app or website. 3. Even if your flight wasn’t impacted but you no longer want to travel during the FAA mandate, you are eligible for a refund. Even Basic Economy tickets. Yes, really! 4. We’ll make rolling updates to the schedule in the coming days, and our priority will be to impact the fewest number of customers possible and give as much heads up as possible.
“Keep an eye on the app and our website for your flight’s status updates, and see FAQs (like refund eligibility) here: (with a link to more information).”
Why it matters: This situation is affecting thousands of people right as we head into a busy travel season, causing worry and unease. But it’s also one that’s largely out of airlines’ control.
United Airlines’ message is a smart example of how to communicate under pressure with warmth, gratitude and credibility.
Kinzelman’s post, which thanks travelers for flying with them, works because it feels human and helps to reassure customers. It’s written in his own voice, not buried in corporate-speak. That tone, both personal and direct, matters in an industry where operational snags can easily turn into frustration or mistrust.
It also helps that it comes from a visible leader. When an executive who owns the customer experience speaks directly to passengers, it shows accountability and sincerity in a way a brand statement can’t.
The message also offers resources and promises updates while being transparent about the reality of the cancellations instead of sugarcoating it.
By proactively setting a tone of appreciation and care, United steered the conversation away from potential negativity and toward partnership and trust, which is exactly what good crisis or customer communication should do.
Editor’s Top Reads:
- OpenAI’s CFO, Sarah Friar, faced backlash after saying at a conference that the company was looking into an “ecosystem” of financing for its massive infrastructure build-out, including the possibility of a government “backstop,” per CNN. The outlet reported she originally said: “The backstop, the guarantee, that allows the financing to happen, that can really drop the cost of the financing but also increase the loan-to-value, so the amount of debt that you can take on top of an equity portion.” Later, in a LinkedIn post, Friar clarified that “OpenAI is not seeking a government backstop for our infrastructure commitments. I used the word ‘backstop’ and it muddied the point. As the full clip of my answer shows, I was making the point that American strength in technology will come from building real industrial capacity which requires the private sector and government playing their part.” Then CEO Sam Altman publicly reinforced that message, saying on X the company doesn’t want to be “too big to fail” and that taxpayers should not be on the hook for private companies’ risky bets. This situation is a reminder for comms pros of how quickly a message, especially one that touches on public policy or taxpayer involvement, can spiral out of control and require damage control. Messaging must be aligned with values, and clarity is crucial here. Any mixed signals can dilute credibility.
- Coca-Cola recently launched an AI-produced Christmas ad featuring all the familiar images and scenes people have come to associate with the brand’s holiday campaigns. However, this ad is doing more than selling sodas, it’s sending a message about the company itself. “The company launched its AI-generated ad with a full press rollout, glowing executive quotes, and a PR drumbeat. Which is a clue that this isn’t marketing in the traditional sense. It’s corporate communications, dressed in the costume of creativity,” Forbes As it points out, the campaign doubles as corporate communication, showing that Coke is innovative, tech-savvy and future-focused while maintaining its core identity. For comms pros, it’s a reminder that every marketing move can shape reputation, not just from a consumer lens, but from all kinds of stakeholders. It also shows how brand storytelling extends beyond ads and how each piece of communication reflects a company’s identity, culture and credibility across all audiences.
- Audio tech company Sonos recently hired advertising veteran Colleen DeCourcy as its new CMO beginning January 2026. She formerly led Snapchat’s brand strategy and is stepping in after Sonos’s reputation was damaged by a botched May 2024 app update that cost it at least $100 million in revenue and knocked its stock down 42%, per the Wall Street Journal. The company says it will now shift its strategy toward a “full-funnel marketing message” to build awareness, consideration and purchase. CEO Tom Conrad said: “Part of growing households is going to be about doing a better job of telling a full-funnel marketing message…driving awareness with the Sonos system to gaining consideration among consumers and then driving to purchase.” He also explained how they hope to do that: “through better gateway products, more compelling experiences, better differentiation and stronger marketing.” For PR pros, this is a reminder that recovery from reputational damage isn’t just about technical fixes but about narrative, which includes telling the story of reliability, innovation and experience. Also, the fact that Sonos hired a creative industry veteran shows that communications is being treated as a strategic asset, rather than just a necessary operational function.
Courtney Blackann is a communications reporter. Connect with her on LinkedIn or email her at courtneyb@ragan.com.
The post The Scoop: United Airlines’ leader addresses flight reductions with empathy and resources appeared first on PR Daily.
