By now everyone knows what United Airlines did this week. But most people don’t know why. Oh sure, the media is doing puff pieces on algorithms and over-booking, but the real reason is plain and simple. United’s CEO lives in values fantasy-land.
United clearly has a culture of “nobody cares about passengers” or this incident could never have happened. But wait. On its website, United claims one of its core values is “warm and welcoming.” And another is that they “make decisions with facts and empathy.” Huh???