Washington Post

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?

Coming just days after United suffered another social media furor for barring employees' teenage girls from a flight because their leggings didn't fit a dress code, both incidents helped harden an image of the airline as a rules-bound hierarchy, one reinforced by a Wall Street Journal story about its by-the-book culture...

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