If you find something that is broken, you fix it. However, United’s blind faith in policy here was at direct odds with one of the aviation industry’s best traits: the relentless pursuit of improvement. People working in aviation follow policy for good reason: lives often depend on it. Twitter was in a frenzy and no matter how right the airline may have been on paper, customers were either confused about their policies or found them to be out of touch with current standards. Had the airline read the virtual faces of their customers, alarm bells would have rung. United’s social media team didn’t grasp the severity of allegedly asking a child to cover up.Īirlines need to understand the world in which they operate so they can predict the types of posts that might blow up into big issues.Īs each angry tweet made its way into United’s timeline the airline responded with links to policies and argued that nothing untoward had happened. Twitter’s view was simple: What right did United have to question or restrict what a child wears? Even if the child was traveling on a pass that had a dress code, any policy that applies to adults should surely reflect the needs of children, unless safety is concerned (for example, suitable footwear). To add fuel to the fire, United appeared to ignore the fact that at the centre of this fiasco was a 10-year-old child. Regardless of who did what, United's decision to reply with their dress code policy for standard passengers created unnecessary confusion about whether the airline was policing pants. At the time of writing this it’s still not clear whether she was asked or not. United stated yesterday that her family may have confused instructions given to two teenage girls ahead of them in the queue. The other girl in question, a ten-year-old child, may not have even been asked by United to change out of her leggings. These rules don’t apply to regular paying passengers. Two of the girls, both teenagers, were asked by the gate agent to change out of their leggings because they were traveling on staff passes that have dress codes. What transpired was less black and white.
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