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How They Really Feel About You

UIt's not just you. United feels that way about the families of their employees, too.

But, in the aftermath of Sunday's videoed removal of a passenger that the airline described as "belligerent," United once again took the side of its employees, defending the action.

And, of course, again inviting a deluge of horrible PR.

We can debate this one all day. The airline was within its rights to do what it did. You disobey cabin crew? They can haul you off the plane. Period. But, in a world where virtually everyone carries a video camera, how completely tone deaf does management have to be to think this is (even legal) a good idea.

My favorite snippet of analysis, however, comes from Fortune Magazine, which opined, "The stock market ignored the inevitable social media storm, pushing the company's shares up 1% in recognition of United's zealous enforcement of a policy that aims to ensure full capacity utilization, and in the confident expectation that no-one really cared enough about the passenger to resist a cut-price ticket on United in future."

First, I'm pretty sure that most investors didn't wake up to the news on Monday morning, watched the video of the bloodied passenger and said, "good for United...I think I'll buy their stock today."

However, that second part of the sentence was dead on: 

The airline acted "in the confident expectation that no-one really cared enough about the passenger to resist a cut-price ticket on United in future."

True 'dat.

 

Bill Geist

Bill GeistBill Geist

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