Everyone, thank you for your constructive comments.

I need to make some corrections on my story, but I'm between classes right now..so this'll be really quick.

It's nice to see we all seem to agree that the key to running an airline, and any good business really, is to manage expectations.

I really like some of the suggestions, keep them coming!

- From a starving student who's fascinated by United Airlines.

(I've been obsessed with United for forever because, even though they were top dog in the 90s, there were so many problems that deserved thought, but were never given any.)