Update: "That time passengers were told to give up their seats for United's CEO and his family"

But judging from the hundreds of emails, tweets and social media posts I’ve gotten in response to my column on a first-class passenger being threatened with handcuffs — this is separate from the doctor-dragging incident — I feel comfortable in suggesting that this company needs to make some changes, and fast.

This first story I’ll share isn’t such a big deal in the grand scheme of things. But it’s perhaps illustrative of the corporate mindset at United, which seems to place customer satisfaction well below the interests of employees and shareholders, which isn’t very smart over the long haul.

It also involves the head of the company, Oscar Munoz. And a United spokeswoman admitted to me Wednesday that it really happened.