This is becoming the way of the world. The despicable suits with the bonus schemes who issue the "our customers are our highest priority" and "core values and commitment" guff are the ones to blame. In their pursuit of "increasing shareholder value" they have forgotten that business is about people buying from people. Service is delivered by people and when things go wrong, it is sorted out by people. When you are at the top of your ivory tower and totally clueless of what really happens on the front line be prepared for some very expensive shocks. This, like the Dao incident, BA's IT failure are the wake up calls. If you let greedy lawyers and accountants run businesses then you are asking for trouble. I hope United lose big time. We are due for a reset in the way we run business. I hope it happens soon.