I wonder if there are any "test customers" out there in the airline industrie securing qualitymanagement`s decisions are being implemented and/or executed?

From what I read I`d say that the GA did target "little old lady" as she would be easiest to fool. I`m also sure that she will never get compensated and by now has forgotten about it by now as she propably has seen enough in her live to not get angry about this at all.
On the other hand I sure wish she goes angry and brings it up with UA and that the GA will "bleed" for it.