Page 6 - Short Cases 1 United Airlines Teaching Note
P. 6
the disproportionate response engendered by
operational staff.
The use of disproportionate responses as a
procedural/operational objective
Management’s knee-jerk responses to criticism.
Assessment
Questions
Q1. Was United’s management too distant from the staff
on the ground and if so, what could they do to
resolve the problem?
Discuss
Q2. Aircraft staff and security were not a legitimate
police force and no matter what procedures or staff
directions existed the level of force used on Dr Dao
was excessive
Discuss.
Q3. To what extent would you agree that United suffers
from a lack of understanding of the power of social
media?
