Originally Posted by
halls120
Actually, I find the article reassuring, even if United isn't delivering on the promises made to Mr. Elliot. It shows that at least some of the management team "get" it, that it matters that a company that provides a service better be attuned to what the customers want and expect.
as long as someone in a C-level position thinks some passengers are 'over entitled' what the rest of the organization think is purely academic.