I think the author misquoted United's email; I was kind of baffled by this first statement: >As you will read, the situation was unfortunately compounded when

I think the author misquoted United's email; I was kind of baffled by this first statement: >As you will read, the situation was unfortunately compounded when one of the passengers was politely asked to deplane refused and it became necessary to contact Chicago Aviation Officers to help. The email actually read, "one of the passengers -we- politely asked..." But that's kind of the problem, isn't it? That the style indignantly defends itself as polite when it's really a big, "fuck you?"