United Airlines, Holy Week, and Missing the Forest for the trees
Behavior needs to match mission, right? They did it “according to the book”. With too many passengers and not enough seats, they asked for volunteers to give up their seats on this flight for a reward, and fly later. You know, by now, what happened on UAL flight 3411. Before it was over, a passenger was forcibly, violently dragged from the plane, getting bloodied in the process. This gave birth to a viral video of the scene, leading to a public relations nightmare and an