For those who did not watch the video, back drop was a screen saying "UNITED OUTRAGE" and a trailer saying "Another United Airlines Incident" plus they played the bloody Dao video. GMA is seen by 4.75 million viewers, mostly woman, daily. A piece like this will cost united millions and millions in lost bookings.

United really needs to overhaul its PR CS office and be much more proactive, or come out with a major revamp of its CS policies. Something like a CS omnibudsperson whose job it is to fix issues. Any bad event involving United is now news, and the damage to the brand is cumulative.