There are a few companies that 'do' customer service right. Disney and Marriott come immediately to mind. So sending people to a Disney seminar on customer satisfaction makes sense to me.

Given all the complaints here, some valid and some just plain whiny, how it this somehow not a good idea? I'll grant you that some people will never change learned behavior, but what about the people who've never been taught good customer satisfaction skills? You'd be surprised at how this can turn around someone who might not have performed as well prior.

At least UA is trying to do address customer satisfaction with front line employees.