About that passenger on United

[Locrian]

35. oh, let me play - how about this?

Ok, before the flames start accusing me and the people who report this stuff of blaming the "victim," I will admit I had some serious questions about United Airlines, as I've seen this situation played out many times.
Here's some background.

United Has Abused Customers For Years

This is not the first time United has had this kind of problem. In 2009 Canadian musician Dave Carroll became a sensation after producing a series of YouTube videos that chronicled his experience after United baggage handlers destroyed his guitar. The baggage handlers clearly did not care about his guitar. Nor did the gate agents, the baggage department or the customer service department. After many, many calls United personnel simply decided Mr. Caroll's broken guitar would not be compensated -- even though they broke it -- and he should just "get over it."

In 2013 United came in dead last in the Airline Quality Rating. United's response (as I detailed in a 2013 Forbes column) was simply that "they did not care." Quite literally, lowering cost was more important that being dead last in customer satisfaction.

In 2016 United fired its CEO after discovering he was bribing government officials to obtain favorable treatment at New Jersey and New York airports. The pressure to lower cost in the "operationally excellent" strategy was so paramount that judgement falters not only at low levels, but all the way up to the CEO.

more....
https://www.forbes.com/sites/adamhartung/2017/04/10/why-united-airlines-abuses-customers-the-risks-of-operational-excellence/#3b7d5aa7bb10


See - that was easy....