It doesn’t matter if her jacket pocket was unbuttoned and they fell out, or if she left them in the seat pocket, how long it took her to notice them missing, or the reason she needed them to hear her husband or why she couldn’t buy another pair…
The fact is they were STOLEN by an employee (UA is responsible for), who took them to his home.
Kudos to this woman for following up and to CNN for posting the story, United should be ashamed of themselves for blowing her off when she had proof.