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Boeinga??s response to the 737 Max crisis confused and frightened people, making it hard to believe its apologies, experts say

Boeinga??s response to the 737 Max crisis confused and frightened people, making it hard to believe its apologies, experts say
Stephen Brashear/GettyImages; Yutong Yuan/Business Insider



Boeing's response to the two fatal crashes of its 737 Max planes was marked by delayed apologies and confusing messages, according to experts, analysts, and lawyers who talked to Business Insider.




This likely deepened mistrust in Boeing rather than winning it back as the company is aiming to do, they said.




Boeing seemed to defend the plane's safety at the same time as apologizing for the crashes and promising to update the plane.




One expert said that strategy was a "confusing, ambiguous thing that caused people to feel a little bit of anxiety."




"The first rule in any crisis is to show that you care. And what is clear to me is that Boeing was unable to get people to believe that they cared," they said.




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Boeing's attempts to manage the crisis caused by two fatal crashes of its 737 Max planes left people confused, anxious and sceptical of its apologies instead of restoring trust in the company, numerous experts told Business Insider.
The world's biggest aircraft manufacturer was left scrambling for explanations and an appropriate international response after two Max jets crashed within five months, killing almost 350 people.
First, a Lion Air 737 Max crashed into the sea off Indonesia in October 2018, killing all 189 people on board. Then, in March 2019, an Ethiopian Airlines plane crashed shortly after take off, killing everyone on board, a total of 157 people.
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