Wow, PremEx that was a very interesting and informative post ^.

As to bringing a bit of the Disney "guest" philosophy to United...I'd just like to mention it would be more like bringing the Disney "guest" philosophy back to United! I say this because back at the peak of United's "Friendly Skies" days...many of United's management and employees were sent to Disneyland to learn the "Disney Way" of custo...guest relations.

Hopefully some of the past benefits of this relationship between the two companies would indeed find their way back with Ms Higgins. It's sad that this approach of warm, guest oriented philosophy has been cut and replaced too often by more professional, yet cold and sterile approach.