It’s a Service Industry Afterall

I suspect the instance of United Airlines bringing thugs onto a plane to drag a paying customer off of it because they needed the seat to fly an employee somewhere will be a pretty big story.

Understandably, because WTF.  Overbooking, stand-by issues, usual legal airline passenger mistreatment notwithstanding, it’s a pretty big decision for a business in a service industry to drag a customer off a flight in the everybody has a camera age.  It’s not like when somebody finds parts of a bat in their food because that’s clearly an accident.  Nobody made the conscious decision that the best course of action is to put the bat in the food.  Employees did here make a conscious decision that this was the way to handle their business.

There will be heartfelt apologies issued.

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