Today we tackle a current event because it needs to be talked about.  United has a history of mishandling situations, but more importantly the follow up for these situations.  When a company makes a mistake and forces their customers to pay the price, the issue compounds itself.  The initial United situation could have been handled, even poorly, without the public backlash if they had only used a little common sense in how they handled their customers.

Take Aways:

1. Not every United employee would have handled this situation, and are not to blame. Do not take your frustration out on those employees.  Write or tweet United directly. Be kind to our gate agent.
2. Follow Wendy's on Twitter.  United, this means you too.
3. Don't be disingenuous in your apology.  When you make a mistake fix it, own it, apologize sincerely.

At the end of the day, we believe United needs to use some common sense in how they treat customers and handle the backlash of a mistake.