Originally Posted by misdirected baggage

I do think, however, that this presents Oscar with an opportunity to aggressively pursue change at UA. Morale is still lousy. An engaged team wouldn't have let this happen. I am 1k on UA and airport services are usually indifferent at best. No one seems to have, or want, authority to actually do anything but what the computer tells them to do. A smile is a rarity. Cabin crews are better, but spotty. It is all about culture and now is the time to fix it. That's what I'd do. Wade in with the team and roll up your shirt sleeves. Fix the culture and you've fixed the airline.