David Dao on United Airlines

1. Did United act lawfully in causing Dao's removal? (Discuss denial of "boarding" v. removal from flight, oversale v. accommodating staff who wish to travel, Dao's permission to occupy his seat, United's oversight of airport security staff).
2. We hear the word "leadership" in so many business school classes. In this case, assume leadership is a conjunction of the words "leader" and "ship" and instead of a ship, we are discussion an aircraft.As the leader of the ship, what did the pilot do in this situation? What should the pilot have done differently?
3. In this case, the video of Dao became viral overnight. Ten years ago, there wouldn't have been five passengers with "camcorders" available at their fingertips. Yet almost all of us have smartphones in our pockets today. We are well positioned to record anything and post immediately with a public audience. How should these changes influence company strategy in disputes with customers?