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I've reread the CEO's employee letter three times now and it just pisses me off more and more. He's just saying "I too am upset at the unfair bad press we're getting over a paying customer we chose to eject from his seat." The lesson he and United are going to take from this won't be "we need to find better ways of scheduling planes and crew and finding volunteer bumps" but rather "we need to find ways to stick with our status quo but not have videos of passengers dragged down the aisle." I agree with his declared support for employees but am frustrated at his lack of humility. This is a leadership failure, and I don't think he knows it.