“United Airlines Lost My Friend’s 10 Year Old Daughter and Didn’t Care”
Bob Sutton has written about United Airlines repeated failure to help a 10 year old girl connect to her flight or allow her to use a phone to call her parents. The parents were bumped around the United bureaucracy as their daughter was denied access to a phone or help to her flight multiple times. Sutton explains that this is an issue with organizations that don’t make employees feel like they should do whatever they can to help a customer – a valuable trait to have in any field.
[Source: Bob Sutton]























