Originally Posted by
MSPeconomist
I don't think it was the right decision for UA to rebook the family onto a DL flight. What if the meltdown and scratching occurred on the DL flight? Don't DL passengers have a right to fly safely? Plus, it's not pleasant for passengers on the next flight to be subjected to a fifteen year old child who howls during the flight.
What's wrong with acknowledging you can't handle something and sending the business to another provider who may be able to do a better job.
I have very strong respect for companies that do this. Don't bite off more than you can chew...