I think the word that properly describes United's current operational performance is "Arrogance". Not ineptness as you pointed out.

The plan has been pretty simple from the begining after it was determined CAL managment would take the lead role. Apply Continental paint, policices and procedures to the United brand and watch the magic happen.

Their arrogance to not fully consider the differences in the two companies cultures and "why" those cultures are so different in the first place is the reason the train derailed. At this point they need a new plan, a new message, and a new messenger. Unfortunately I think the new plan is the old plan.

"Work Hard, Fly Right"