Unfortunately the Klebahn's story does not surprise me at all. In early July I had a horrific experience with United (canceled flight due to mechanical issues), that was only made worse by each and every employee I encountered. After a few days of trying to get where I was going, and countless unhelpful employees, I realized that the United Airlines culture is built on apathy. I applaud this blog post and the author for using United as an example of the exact opposite of "felt accountability." When you encounter 10 employees and ALL of them, at every level and job, are apathetic and powerless, it's a culture problem. Wake up United Corporate!