Originally Posted by
slats11
OK. 48 hours rather than 24. I obviously lost track of total elapsed time after seeing countless replays from different news services of an event in a very different timezone - some replays themselves were probably a day old.
The point is he has got to this point fairly quickly (couple of days), and he may (or may not) have initially been led astray by someone fearful this had all got out of hand.
7 days is generally considered a very rapid turnaround time for an urgent customer service complaint. Yes this incident was very high profile and hence very urgent. But it still takes time to get all the facts. Especially if there has been some CYA early on.
I can somewhat agree with your position except for his email to the employees of United. In this day and age of instant news he as a CEO should know better and surely think that his email would be made public.
It should have been better written and certainly not include anything about the passenger being at fault. Yes you can back your employees but be careful about how you go about it especially when the same day you say a full investigation of the event is under way.