His stupidity? Already on a plane when denied boarding due to staffing issues at the regional level. If only United had empowered employees to (on occasion) offer more than the $800 voucher for taking a later flight. Dao would have never happened if the offer was $2,000 in United voucher credit.


As an airline customer, I really don’t care if your 6am doesn’t have a crew. As a paying customer I care about my today, not the company’s tomorrow. And if you’re gonna deny that travel today, you better pay up some good travel credit.