I have to say: customers are complicit in messes like United. Tragedy of overhead bin space is an example of poor customer culture.
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No. The myth of the virtuous and suffering customer is bullshit.
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It's complicated. What's not complicated is that customers act like assholes and abuse staff when it happens. travelandleisure.com/slideshows/bes
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Broader lesson is where trust has eroded to nothing, nobody ever gives anybody else the benefit of the doubt.
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I got a big backpack and that's all I use. Solves many problems.
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