3 years ago we were booked on a United flight from LA to Brisbane (having left Salt Lake a few hours earlier). Turned out the flight was overbooked by about 8 people (from memory).
They called for volunteers and we moved to near the counter just observe the process. One of the would-be passengers was pleading to get on - he was flying to his best mates Bucks Party and Wedding (well, that was his story). I can't recall the other stories. He seemed genuine and we took pity on him, and went forward to enquire about offering up our seats. The rules were explained - he was last on the wait-list, and if we gave up our seats they would go to people ahead of him and they couldn't guarantee he would still get on.
At that stage the 'offer' was a night in LA, confirmed on next flight out (24 hours later) and $800 travel voucher. We were asked to step to one side with United staff member who quietly upped the offer to include 1st class travel on the flight the next day if we were prepared to give up our seats and just hope for the best for the guy we had taken pity on. As we were discussing this I saw 2 others come forward, seemeingly prepared to give up their seats, so I agreed to our deal.
Everything went smoothly - we spent a lovely day touring LA, Santa Monica and down to Long Beach arriving at the airport at 8:30 pm for our 1st class flight to Australia.
Somehow the treatment we received, and the way it was handled, is just so far apart from this experience. I can't help but wonder how much 'attitude' has to do with it all round.