You didn’t have to watch a video of a man being dragged off
a United airplane to know that something was wrong at the company. After more than two decades of flying the “friendly skies,” I am all too familiar with the institutionalized dispassion that long ago pervaded the culture there. I have many times marveled at how I could feel so good about myself while eating peanuts in a middle seat on Southwest Airlines
, and yet feel so condescended to in first class on United.
And I haven’t merely observed this phenomenon passively. I’ve spent many a long flight talking to flight attendants, trying to understand what kind of employment experience underlies such a consistent lack of concern for customers. The stories I’ve heard come right out of a Dilbert cartoon. Here’s just one. (Read More)