A few weeks ago, we saw Scoot Airlines hit the headlines when an unruly passenger started attacking other passengers on-board a flight. Although situations like this are not an airline’s fault, what they do next is pivotal to preventing their reputation from being tarnished...

As the dust settles on the QANTAS Dubai debacle, the reported stories of 480 stranded passengers arriving late into Sydney have left the airline with important questions to answer. Such as, how did the airline manage to take an inconvenient, yet manageable situation, and turn it into a frustrating mess that dominated headlines throughout the new year’s news cycle?