We’ve all seen the online videos of the person being dragged off of the United Airlines flight. It looked terrible. It was terrible.
There are several issues at play here that show a lack of accountability.
The first is the decision to drag a person off of a flight. When the airline offered $800 to passengers to give up their seat and it wasn’t taken the next move would have been to offer $1000, $1200 or more. If the airline sold the seats and then needs them back the airline should realize that they are responsible to make it right, not the customer.
Second, who decided to drag the person off of the airplane? Who decided that there were not any other solutions? Which United employees stood around and didn’t interject and say, “This isn’t how we do things here?” In an organization with a culture that encourages accountability all employees help their teammates be accountable.