Last Sunday, a security officer dragged a 69-year-old physician, David Dao, off a United Airlines plane at O’Hare Airport. Dr. Dao was injured in the altercation. The extent and severity of his injuries remains unclear, but are likely to receive close attention when he sues. Video of the incident ignited an internet firestorm.
The past week has occasioned thousands of tweets, countless newspaper op-eds and commentaries about how lousy airlines generally are, and how United Airlines in particular needs to raise its game.
A week later, I fear the real lesson is being lost.