Always read to the end. The very end.
That’s my takeaway from today’s failed case, which involves a woman who was denied boarding on a United Airlines flight because she hadn’t paid a mysterious fee.
At United Airlines, they called it the “cutover.” It was the final and most difficult piece of the puzzle in the merger with Continental Airlines, and it involved combining two complex passenger reservations systems.
But some United passengers referred to what happened in March as something else: chaos.