The recipe for the disastrous decision by United Airlines’ employees to call for police to remove a passenger from a fully booked flight was years in the making. Like most other airlines, United Continental Holdings Inc. follows strict rules on every aspect of handling its passengers. Always following the rules isn’t always the best call. Wall Street Journal
This article reminded of us of this
Barry Schwartz TED Talk where he makes a passionate call for practical wisdom as an antidote to a society gone mad with bureaucracy.