FlyerTalk Forums - View Single Post - united gets into a twitter dispute over passenger seeking free upgrade to E+
Old Sep 18, 19, 6:40 pm
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Originally Posted by davie355 View Post
Along the lines of what @DenverBrian says, the analogy itself is weak at best.

As for throwing shade, it is never appropriate to "throw shade" on any passenger, even if the passenger is unreasonable. The original twitter complaint should have been simply ignored, or there should have been a boilerplate "we're sorry but this is our policy and we will share your feedback" type of response.

The customer is not always right, but the customer is always the customer.
On the contrary, in any customer-facing business, there are people you can't and frankly don't want to please. You are better off firing them as an example and preserving the brand and getting rid of someone you don't want in the process.
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