Correct. United is clearly in violation of 14 CFR 251 and subject to a fine. BUt that is small peanuts.

The company continues to have a MAJOR cultural problem and any boilerplate pablum out of Oscar or his minions does nothing to change that. Until cultural change is pushed throughout the organization, customers will continue to be abused by the bad apples on the front lines.

While most customer-facing employees at United seem like great folks, there are enough bad apples that its dragging the whole airline down.