United CEO Oscar Munoz then made things worse with statement of Orwellian doublespeak. “This is an upsetting event to all of us here at United,” he said. “I apologize for having to re-accommodate these customers,” whatever that means.
…What sort of training United offers its personnel to manage such episodes isn’t known, but plainly it stinks.
What’s even more important is what this episode says about the terms and conditions of air travel in the United States. It’s in a bad way.
…How many businesses do you know of that can sell you a good or service, accept payment, and then withdraw that good or service unilaterally for their own purposes — much less by force?
…The airline decided to cheap out by not offering passengers payment that would be enough to free up more seats. Instead of paying the true value of moving its crew, it decided to impose that cost on one unfortunate passenger.
Then, as though to prove beyond doubt that it considered its passengers the expendable players in this drama, it summoned the Chicago police to do its dirty work. Something’s wrong with the intellects running United Airlines, and if there’s any justice in the world, now they’ll really pay.
Yup. And the Chicago police need to rethink their draconian policies and behavior as well. HEre’s hoping every officer involved goes to jail for the inhumane injustice they perpetrated to protect money over people.