Originally Posted by DrPSB

I hope not to run afoul of the moderator here but the different views of this incident from the average flyer versus those who are invested in the loyalty program United offers is, I think, worth commenting on. And United in issuing a special apology to their higher revenue generating customers further illuminates this difference. Loyalty programs by design are created to stoke the ego of customers who bring in revenue, and let's face it, this is a two way street. Who doesn't like to be told they are special, be treated with privilege, and be able to watch from a distance as the 'gate lice' and 'kettles' fight for overhead bin space while they are ensconced up front with a cold beverage in hand. But as a consequence, it also is going to lead to a polarized view of how bad this incident was.