Although airlines generally tend to overbook their flights, and overbooking appears to be acceptable in the airline industry, consumers generally are not aware of this. Recently, United Airlines removed a passenger as a result of mishandled overbooking. The incident sparked international condemnation, allegations and dismay. The video clips in relation to the event have gone viral in social media across the world.
What is your analysis of United Airline’s passenger removal incident in relation to firm performance, PR, service failure, branding and public policy and so on?
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