Jeff Bezos' annual letter, released yesterday, had a good line (one of many) that immediately made me think of this United situations and broadly the crazy rule

Jeff Bezos' annual letter, released yesterday, had a good line (one of many) that immediately made me think of this United situations and broadly the crazy rules we've created for air travel and the culture that surrounds it all: "It’s always worth asking, do we own the process or does the process own us? In a Day 2 company, you might find it’s the second."