Based on my experience with United this is corporate culture, rather than 'one bad decision'. A culture that focuses on maximizing profits per transaction with

Based on my experience with United this is corporate culture, rather than 'one bad decision'. A culture that focuses on maximizing profits per transaction with little left for human dignity or compassion - let alone relationship building. On the bright side, "United breaks guitars" is a really catchy tune. https://www.youtube.com/watch?v=5YGc4zOqozo https://www.youtube.com/watch?v=5YGc4zOqozo