Originally Posted by
halls120
Only if management gives front line managers the discretion to respond as they see fit. I think we all remember SMI/J and his posse at the beginning of the merger complaining about how front line sUA employees were too generous in giving out compensation. They were going to end that and "run UA as a business."
That sure worked out well, didn't it?
This, going all the way back to 2012, is what caused the Dao incident and much of United's loss of business. It can not be overemphasised that United will continue to fail as a business until it allows employees to use their common sense to address the problems that occur day in, and day out, in a complex network like United's.