Fundamentals of Management, 11/e

Turbulence at United Air Topic: Organizational structure, employee behavior

2017 was a public relations nightmare for United Airlines. Several incidents involving United Air employees enforcing a variety of rules, regulations, and protocols in interactions with customers caused international outcry. First, in March, two teenagers wearing leggings for their flight from Minneapolis to Denver were stopped by the gate agent and not allowed to board for violating the United Airlines travel perk program. With travel perk passes, individuals fly free or for heavily discounted fares and are thus subject to a stricter dress code than regular passengers. The longstanding policy requires that those who enjoy the perks of airline employment, which includes ...