Southwest was a case study in a business class I took in college. Our materials credited their success to their management style of encouraging enjoyable, fun b

Southwest was a case study in a business class I took in college. Our materials credited their success to their management style of encouraging enjoyable, fun behavior from their employees and giving them the freedom to "do the right thing". It may be a stretch, but I imagine if United employees felt they had the freedom to circumvent policy to "do the right thing", the situation could've been avoided.