I disagree with the conclusion.
But if the madness afflicting United in March has taught passengers anything, itís that there are some airline problems you just canít plan for.
I find the source of the problem in the planning itself. You always plan for unexpected events, you analyze risks, etc. Something like this is almost always the result of trying to do too much too quickly.
As a pax, yes.. you can't plan for the airline screwing up, but a "chaotic computer slip" is something that should not happen.