Customer satisfaction is job number one

It may take United Airlines years to overcome the public relations nightmare of a doctor being dragged off an overbooked flight by Chicago police.

That one incident not only sparked costly litigation, but could well impact the company’s bottom line and expansion plans.

Unfortunately, for United, with today’s cell phones and social media, millions of people worldwide instantly saw the video. Some started a boycott.

The video lit up social media in China where United is working hard to establish new routes.

According to the Wall Street Journal, China’s Twitter-like micro blogging service, Weibo,...