United CEO letter to employees: we did nothing wrong!

[WePurrsevere]

11. I feel the same way, Cha.

Standing up for employees is great but customer service is also extremely important (or you won't need employees at all eventually) and the way this was handled is flat out wrong.

I've read threads and comments here and elsewhere about this and what it boils down to for me is that a paying customer who had already boarded and settled in on the plane (and NEEDED to get somewhere) was beaten and bullied for no real good reason. IMO if you're going to bump paying customers it should be done before they board (which, if I remember correctly, is how United's bumping regs are worded... pre-boarding.).

IMO they should have just put their employees in a rental and had them drive the 4 hours there. It probably would have gotten them there in just as timely a manner and cost the company a lot less than this excessive abuse and PR disaster has and will.

The video proof of this has gone viral, United better get their heads out of their butts or they'll be out of business. If you travel on a plane you accept that you might get bumped before boarding but you also expect to finish the flight once you're already seated ON the friggin plane. I know hubby and I won't be using United ever again if we need to fly somewhere.