Grace under turbulence
Gomas apparently has a marketing background, so she knows something about public perception. Does that mean the video was just a polished crisis campaign disguised as heartfelt regret? Maybe, but Gomas certainly appeared authentic, and that’s often good enough during a PR crisis. Her expressions of humility and self-deprecation were a welcome departure from generic “apologies” featuring lines like “I’m sorry if I offended anybody” and “I need to take some time to think about my actions.”
Keeping the blame all for herself
One of the best things about Gomas’ apology is what it omitted: excuses.
There were no references to tiny crowded airplane seats, recent trauma in her life, or other passengers provoking her. An unequivocal acceptance of responsibility tends to deprive critics and trolls of oxygen.
Sorry, sometimes it isn’t enough
Don’t feel like an outlier if the mea culpa wasn’t enough for you. The scene on the plane was ugly and disturbing, particularly for fellow passengers. Crisis apologies are more like fire extinguishers than escape slides; they may keep the damage from spreading, but they can’t always save you.