Wow, I'll bet United would love to be able to roll back the clock; just like "United Breaks Guitars", this incident is not going to fade away.
While I agree United behaved atrociously in allowing security guards to manhandle a paying passenger who declined to go along with a "request", it seems to me a number of parties bear responsibility for the way this incident escalated to the point where a passenger suffered injuries.
When the security guards were moving in to forceably remove the doctor from his seat, someone--a United crew member, a security guard, or even a passenger--should have stepped in to halt the escalation. Emotions were obviously high and everyone needed a chance to cool off. Using force in a confined space isn't a good idea unless there is an immediate danger to the safety of others. Choosing resistance also means bearing some responsibility for your own safety, as well as for others, when you are in tight quarters. United definitely mishandled the situation, but the doctor and the other passengers also could have behaved better.
All airlines have service issues, but, unless the issues involve my safety, I'm inclined to pick my airline based on factors other than expectations of good customer service. I've had stellar experiences on supposedly not-so-good carriers (including Air Canada!) as well as difficult ones on the so-called "good" guys like Cathay Pacific. It truly depends on the personnel involved and the situation--and my own reactions and needs at the time. The last time Mr G and I agreed to be bumped from an Air Canada international flight we requested, and received, passes to the International lounge, $800 each, and two business class seats on the later flight. We had to spend the day in Heathrow, but it wasn't a terrible experience even if we had been looking forward to getting home earlier. It's just how travel works these days.
