Oscar Munoz's tough ride as United CEO; CNN, March 19, 2018

Julia Horowitz, CNN; Oscar Munoz's tough ride as United CEO

""There's something about the United culture that has employees making decisions that are not the right things to do," [John Strong, a professor of business administration at the College of William and Mary and an airline industry expert] said.

Another high-profile event could be the final straw, according to Reber. Even if Munoz isn't directly implicated, he could wind up taking the fall.

"History is littered with CEOs who have had to take a hit for a crisis that happened and was caused someplace else in the organization," Reber said."

Man filmed being dragged off United flight causes outrage in China; CNN, April 11, 2017

James Griffiths and Serenitie Wang, CNN; 

Man filmed being dragged off United flight causes outrage in China

"PR disaster

The incident, which quickly went viral in the US and other countries as well as China, has become a public relations nightmare for United.

Following a concentrated backlash on social media, United CEO Oscar Munoz issued a statement calling the incident "upsetting" and apologized "for having to re-accommodate" customers.

Ed Zitron, a PR expert and author of "This Is How You Pitch," said United's response to the incident "was a classic case of a company too afraid to make a categorical statement of compassion for fear of a lawsuit."

"Had United shown compassion and intent to make things right, they could have come out of this at the very least looking like an airline that cares. Instead they've just made it even worse," he said."

Jimmy Kimmel Creates A Brutally Honest New Commercial For United Airlines; Huffington Post, April 11, 2017

Ed Mazza, Huffington Post; 

Jimmy Kimmel Creates A Brutally Honest New Commercial For United Airlines

"“That is such sanitized, say-nothing, take-no responsibility, corporate BS speak,” Kimmel said on ABC’s “Jimmy Kimmel Live” on Monday night. “I don’t know how the guy who sent that tweet didn’t vomit when he typed it out.”