Ernestine works for United now! Heck, maybe she RUNS United now….

Bob Sutton’s blog post is titled “United Airlines Lost My Friend’s 10 Year Old Daughter And Didn’t Care”  and I believe every bit of it. I also believe this was not an isolated occurrence, because my own experience with United indicates that the airline doesn’t care, or at least allows its employees to adopt that attitude.

First, I’ll  summarize Sutton’s horror story (and then on to mine): Continue reading →