Actually, the real problem is called...."monopoly" that decrease competition and allows airlines like United to ignored bad PR because for every one person claiming they will never fly United again, there are three who will do so anyway. By allowing airlines to be gobbled up, monopoly grows. The fault also lies with Dept of Transportation and Congress who do NOT regulate or discipline the airlines industry. Airlines industry can do, what auto industry cannot do or just about any other industries on how they treat their consumers. And this is a long term problems where both political parties, basically buried themselves in the sand.