Originally Posted by
prestonh
OM comes out in a public TV interview and says:
"We have not provided our frontline supervisors and managers and individuals with the proper procedures that would allow them to use their common sense."
"They all have an incredible amount of common sense, and this issue could have been solved by that," he added.
Not in my experience. Too many of these people are irrational, vindictive, confrontational.
We keep talking about UA's problems being tied to restrictive policies and procedures. But the airline's horrible reputation is in large part due to front-liners freelancing their own senseless and brutal problem-solving procedures.