Forgot the sarcasm tag, but in the end I think United immediately prior merger was likely set to be the airline to follow and sadly was derailed in the chaos and post merger management incompetence. Fastair, employee empowerment, pride all actively targeted by Lorenzo protégés seemingly working to eliminate any esprit de corps in any employee group.
Regardless, I think it's taking it a bit to far to say this is indicative of a top down culture problem, seems like Munoz was making progress there. I've seen nonsense where people are actually writing editorials alluding this is the symptom of the reason we don't have a successful single payer healthcare system or empowered labor movements.
I just am not ready to call this a vast cultural indictment.
It's simply bad optics, there is a contract of carriage, an employee likely feeling they ran out of options followed a manual of policies which led to the police being called, who may have overreacted. Thing is, had the passenger simply obeyed a lawful request, either by the agent or subsequently police, to leave the aircraft we wouldn't be talking about it right now. Seems every airline in the country could have been in this spot, and United ended up with the short straw.
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