Originally Posted by
snic
BWAHAHAHAHAHAHAHA!
I want some of whatever Christopher Elliott was smoking when he wrote that one.
Ohhh, my sides ache.
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.