From Bloomberg.com: http://www.bloomberg.com/features/2016-united-airlines-struggles/
Airlines have a lot going on in terms of business operations….especially when there are the size of United Airlines (and the merger with Continental Airlines).
A primary theme with all business is how employees respond to customers….and with United there seems to be significant employee discontent.
Of course….leadership from the CEO on down reflects a culture within the entire organization.
The goal it would seem to not be less awful but to be much better. Perhaps United could lean a lesson or two from Southwest Airlines.