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I'm not surprised at this story. I just got off the phone with United for a less critical issue, but there was no help whatsoever and the agents were very nonchalant.
I would advice your friends to look into legal proceedings against United. They should be able to sue for Negligence or Child abandonment or something of that nature.
United Airlines Lost My Friend's 10 Year Old Daughter And Didn't Care
My colleague Huggy Rao and I have been reading and writing about something called "felt accountability" in our scaling book. We are arguing that a key difference between good and bad organizations is that, in the good ones, most everyone feels obligated and presses everyone else to do what is in...
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Aug 20, 2012
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