Lessons from a flight gone wrong

It’s the stuff corporate nightmares are made of. The video of Dr. David Dao being dragged off United Express Flight 3411 on April 9, 2017, his face bloodied, quickly went viral. People (read: potential customers) questioned why a passenger who was already seated and held a proper boarding pass would be forcibly removed to make space for an airline employee.Social media feeds were swamped with bitter commentary. Ad parodies included the taglines “We beat our competitors … not o