Washington Post
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The most important United Airlines policy change after its dragging fiasco could also be the hardest

Foto: AP/Julio Cortez

After United Airlines' epic passenger-dragging debacle, many people saw a recipe for an easy fix: Common sense and a dose of judgment from workers on the front lines could have gone a long way to preventing the public relations disaster. Why couldn't employees have simply decided to offer more money and entice someone else off the plane?..

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