We need legislation that protects the consumers. Airlines have become too powerful in the U.S. with little sympathy toward the paying customer. We need a passenger bill of rights that puts the needs of the passenger before airline profits! Hopefully this will lead to more advocacy on behalf passengers. It is really bad United is treating its customers so poorly. If this is how a VP at United treats people there is a big cultural issue with how United treats customers. IAH has never been the most friendly United station. Hopefully this brings awareness as to how average people are treated on a daily basis.