In Class, 10–25 Minutes for Teams Assume that you are the head of PR for a national airline. A passenger has claimed that you forcibly removed him from the plane for no reason and in the process injured his back, which has resulted in many doctor visits and medical bills.

Another passenger videoed the incident and it has now appeared online. As the director of public relations for the airline, what specific recommendations do you have for how the company should handle the crisis?