You've all read and heard about the guy who was dragged off a United Airlines flight and injured in the process, even though he'd done nothing wrong except maybe choosing to fly United. You may also have seen some articles that made him out to be not the best human being because, after all, some people deserve whatever happens to them.
You may even have seen some clueless apologies from United for what happened. Rex Huppke tells us what they should have said.
I've gotta tell you: I've never had good luck with United. I stopped flying it years ago after one horrible experience. What made it horrible was not that something went wrong but that when it did, there was absolutely no one to talk to who could or would straighten things out. Ideally, you'd like there to be a department or a counter where you could go and someone there would have said, "That shouldn't have happened, sir. On behalf of the company, I apologize and we'll do everything we can to make things right." But there was no such person to say that. I waited 45 minutes in a line at a woefully-understaffed Customer Service counter to finally be told they didn't have any authority or interest. If they wanna undo the damage to their reputation, they ought to be looking to improve in that area.