For me culture, team or principles (what ever you use in your organization) are the keys to any organization. I also firmly believe that any organization can take lessons learned and improve. No person or organization is perfect. We all have made mistakes and will continue to make mistakes.

Right now, only time will tell how United and its management team will respond. Here is the fundamental problem in my mind — does anyone even know what the core values of united are? How many of us have flown united and have no idea what they stand for: I even just tried a search and found something that makes no sense on the united website:

We are committed to providing a level of service to our customers that makes us a leader in the airline industry. We understand that to do this we need to have a product we are proud of and employees who like coming to work every day.

And then I also found a 66 page document.

I think the point is we all make business mistakes and now it’s United’s time to try to focus on culture and team. It’s a hard thing to do but there are some amazing companies that we work with that united can take some clues from. They don’t have invent telepathy like Musk!