For this assignment, read the short case, "Case Incident: Turbulence on United Airlines" (p. 511) and use the questions (15-12 through 15-14) to guide your essay response.

These assignments should be written as essays (APA 7^th ed. style) using the questions in the text as a guide. Don't list the questions and then answer them. If I can't understand which question you're addressing, then you're probably not addressing it well.

Here's the prompt and the questions:

is having a detri- mental effect on our organizational output and teamwork." yees and managers are not disproportion- ately affected by the layoffs? 15-11. Besides layoffs, what other options might the ex- CASE INCIDENT Turbulence on United Airlines ecutives have tried to reduce costs? 191 The beginning of 2017 was not good for United Airlines. Several incidents involving United Airlines personnel en- forcing a variety of rules, regulations, and protocols in em- soon asked by an attendant to return to their seats, and ployees' interactions with customers caused international they complied. A U.S. marshall approached them soon outcry. The first incident involved two teenagers who after and ejected them from the plane. According to were wearing leggings for their flight from Minneapolis United statements, the couple "repeatedly" tried to sit in to Denver. They were stopped by the gate agent and not upgraded seats and would not follow the instructions of allowed to board for violating the United Airlines travel the attendants and crew members, and, as such, they were within their power to eject the passengers. perk program. These travel perk passes hinge on a re- These incidents suggest that, starting with the structure quirement for users of the passes to dress themselves so as created by the CEO, United employees do not have that the airline is presented in a favorable light. United much latitude or flexibility when dealing with day-to-day defended its decision via Twitter: "Leggings are not inap- policy breaches. Taking cost-minimization and efficiency- propriate attire except in the case of someone traveling as boosting strategies to the extreme may also have had an a pass rider." Comedian Seth Rogan tweeted, "We here at effect given that the focus drifted from the customer and @United are just trying to police the attire of the daugh- toward rule following. Many attribute this inflexibility to ters of our employees! That's all! Cool, right?" the strict, rule-following bureaucracy created by United managers. In this bureaucracy, their eighty-five thousand A second, more severe incident occurred when David employees may be reluctant to deviate from the rules- Dao, a doctor who needed to see his patients the follow- intracompany historical precedent suggests that many ing morning, was aboard a Louisville-bound flight from employees face termination if they break the rules. Chicago in April. Four United employees needed to get to Louisville at the last minute, and it was announced Questions that four people needed to give up their seats or else the 15-12. How do you think United Airlines should have handled this string of incidents? Do you think flight would be canceled. Attendants called the Chicago that United Airlines was within its power to have Department of Aviation after no one complied. The removed these people from the flights? Why or gents approached Dao and forcibly removed him from why not? the plane. (United policy allowed for the involuntary re- 15-13. What are the pros and cons of having a bureau- moval of passengers from flights.) During the process, cratic organizational structure for an airline? Dao suffered a broken nose and concussion after his head Do you think the pros and cons are justified for smashed into an armrest. Dao later filed a lawsuit against United Airlines and that they should keep the structure they have? Why or why not? United for its actions. A third incident in Houston involved a soon-to-be- 15-14. What do you think United Airlines should do in the future? Do you have any suggestions for married couple, Michael and Amber, headed to Costa wedding . When they entered the plane, enhancements or improvements to the United Airlines organizational structure? Would you they noticed a man sleeping in the row where their seats consider restructuring? Why or why not? 192 were assigned. Instead of disturbing him, they found some seats three rows up and sat there instead. They were