Because of the nature of the service and the security measures involved, airlines have long been able to treat their customers poorly, get away with it and still turn a profit. When United Airlines CEO, Oscar Munoz praised his staff for "removing a belligerent passenger," the view from his "ivory tower" apparently didn't afford him the realization that public opinion would overwhelmingly be against him. In fact, this is why most companies hire a public relations/communications person—to do the speaking for them. In my own work history, I had occasion (years ago) to write for a division director because in spite of his advanced degree, he wrote only slightly better than my preschool-age son. So after the airlines caused the problem by overbooking the flight (which is standard operating procedure for airlines in the U.S.A.), a man who clearly didn't want to miss his flight was forcibly removed and bloodied in the process. It is accepted by authorities, ...