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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Replying to @fmailhot
No. The myth of the virtuous and suffering customer is bullshit.
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Replying to @vgr
I worked in retail for close to 10 years. Customers can be/often are dicks. But he "failed" to volunteer and was basically beaten for it.
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Replying to @fmailhot
I'm not talking about this particular case, but general culture of airline customer expectations contributing to incidents like this
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Replying to @vgr
"Contributing" how much? What expectations? Nothing to say about overbooking as standard procedure?
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Replying to @fmailhot
If you worked in retail, saw customer dickishness, and still want to argue that airline customers are pure as driven snow, no convo here
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Replying to @vgr
That's a disingenuous reading of what I wrote; you're (implicitly) claiming Cx bear brunt of responsibility for culture of conflict.
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Nope. See previous tweets. I'm firmly blaming United and employees here. Even tweeted a game matrix of those 2 parties. Cx a footnote here.
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