I just listened to a bit of this. I also like the part after the section on "over-entitled elites" where he called having gate agents deal with upgrades a "defect."
In the Q&A period, he expressed his hope that longer term they could rely on passengers to all bring their own screens on board so that UA wouldn't have to invest in seat display screens.
Last edited by RichardInSF; May 19, 2012 at 2:56 pm