Wow, just read Oscar Munoz's letter to his employees. Confirms the issue is an organization-wide issue vs. individual execution. The airline refuses to consider anything other than their rules and policies. Glad to see the punishment this morning on Wall Street.
I understand sticking up for your people, but victim blaming as a CEO? But, calling him combative and belligerent yet none of the half a dozen videos showing this.
I cannot believe United's leadership hasn't thoroughly examined, what if I was in this position. I felt absolutely necessary that I needed to get to my destination tonight and not the next day, and I was not properly compensated for my inconvenience.
We'll see how many consumers vote with their pocketbooks -- ignoring possible lower fares or shorter fight times to teach this organization a lesson.