The recent incident on United has caused us to take a closer look at the natural laws of customer service – those things you just can’t violate…
From our Chief Strategy Officer, Dave Andreadakis:
“It is a business decision to oversell. It is a business decision to accommodate crew transportation. It is a planning mistake to not have room for that crew. We can see all of these happening, even to the best of us. What is unimaginable is that United chose to leverage privileged access to....