That the forceful ejection of a United Airlines passenger the Sunday before last proved so newsworthy indicated something thats largely been ignored by the airlines myriad critics and advisers. What happened was news precisely because its so rare.
But for a commentariat prone to turning anecdote into statistic, Uniteds resort to force when it came to properly removing David Dao (more on this in a bit) from one of its airplanes was naturally (to the chattering class, at least) a sign of a tone-deaf airline; one clueless about customer service thanks to a culture within…

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