$**$Please give complete answers. Do not write a couple of sentences. It would be good to write at least one small paragraph for each question.

From start to finish what are the things that Hong Kong Airlines did correctly? $(10$ points$)$

What are some $(2+)$ other alerts that Hong Kong airlines could activate to alert them if customers were talking badly about them on social media? Why these specific alerts? $(5$ points$)$

What are your thoughts on the actions of Hong Kong airlines being engaged on social media to shape the story and honoring the original price? Was this enough? Would you have done anything differently? Why do you think it was important to Hong Kong airlines to call out that they saw a growth in mentions by business class? What are two of the themes that were on social media that Hong Kong airlines have in the case study that you feel were the most positive for the brand? Why? $(10$ points$)$

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