I will say this though, I would not be working at United if I was convinced the United that we all know in 2006, was run by beancounters only.

And I'm still proudly here.

I believe the people at the top are now able to balance visionary vs. beancounters. While there is always more work to be done to treat our customers better, I believe we're definitely on the right track.

However, I must make it clear that as well-intended as customer service or reservations agents may be, all is for nothing if the company does not empower those on the front line with decision making powers that effectively remove any hesitation they may have in split-second decisions like those made above.