United employees and it's CEO have a very serious learning disability. It does not seem to learn from or care about past bad behaviour. That makes them a corporate sociopath. What happened to the new customer treatment guidelines that were instituted after the passenger dragging fiasco. Continuous bad practices are the norm. Federal legislation with tough sanctions and fines are required to send the message that your sh** customer service and bad behaviour will not be tolerated in any manner under any circumstances.

In the meantime, the enforcement branch of ICAO must step up in the interim and do something to support and protect passengers.