Again, no one at United has ever asked me to introduce myself by my full name- and I actually work here; so I don’t know where you’re getting the idea that they want us to do that.

They do encourage the business card thing although, again, I’ve never heard anyone recommend we include personal contact information on those cards. Understand, I’m not commenting on whether people should be participating in extra customer interactions right now, just trying to clarify which elements of what you’re pointing out actually are being suggested by the company & which are just personal choices. I have no idea what you saw on FB or when or where it came from, but the fact that you see one guy out of 16,000 doing anything tells me very little. The reality is, until recently this was fairly common & as time goes on it’s becoming increasingly less so. Organic change takes time. I don’t claim to know whether the company cares about that, but if they do, they are certainly noticing the dropoff.