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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fun story: got into SFO well after midnight, found a wheel had been sheered off my checked bag, claims counter wasn't staffed at that hour
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went back to the airport the next morning, airline told me they were no longer responsible since the 4-hour window for complaints had closed
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Broader lesson is where trust has eroded to nothing, nobody ever gives anybody else the benefit of the doubt.
4:27 PM - 10 Apr 2017
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