Originally Posted by GregoryGardner

Were any mainline UA employees directly involved in this whole fiasco? UX airplane operated by Republic, security provided by airport / city of Chicago, GA outsourced (?).

Many FTer's would point out that UX vs UA is a "distinction without a difference", and that may be true from a customer perspective. But from the point of view of UA trying to improve service, having so much of the customer-facing operation outsourced to third parties makes it hard to drive change.