The recent violent removal of a customer from a United Airlines aircraft showed how the company preferred to make room for a flight crew member (who was vital for sustaining the profitability of another flight) rather than respect a paying customer.
The CEO was quick to praise the employees in an internal memo. They had followed company policy meticulously and were duly praised for their commitment. They had managed to handle a belligerent customer who was refusing to comply with corporate wishes …
