I Was Fed Up With United Airlines’ Culture Even Before They Started Dragging People Off Planes

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Believe me when I tell you this: I soured on the customer service practices of United Airlines long before they decided that dragging people off planes would enhance the flying experience.

You’ve probably seen the video by now. You know the one — where the customer on the last flight of the night from Chicago to Louisville refuses to give up his seat (he’s a 69-year-old doctor who said he had an appointment first thing in the morning), so when the travel voucher carrot failed to nudge him, the airline resorted to good old-fashioned thuggery and had airport police forcibly drag

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