As Ben pointed out yesterday, if there’s a silver lining to the brutal treatment of a United Airlines passenger forcibly kicked off a Louisville-bound plane Sunday evening in order to accommodate deadheading crew, it’s that suddenly the casually callous method of customer service perfected by United Airlines (although surely in one-off instances mirrored by American, Delta, and others) is starting to receive major pushback from the general public, and not just the insular miles-and-points community. People are outraged, and rightly so.
Now that this outrage is part of the national conversation, it seems more people are feeling like it’s worthwhile to come out of the woodwork — that their individual stories of customer treatment might collectively create a critical mass that might finally result in a sea change in terms of customer service.
The consumer affairs columnist for the Los Angeles Times published a piece yesterday which is infuriating, though not nearly in comparison to the horrific ejection of Dr. David Dao on Sunday. Per the Times: