Why Can't Airlines and Customers Get Along?

Guest: Henry Harteveldt, Travel Industry Analyst, President of Atmosphere Research Group Conflict between passengers and airline employees seems to be escalating. Just in the last week a complaint went viral from a woman on a United flight who says she was forced to urinate in a cup rather than use the plane lavatory. In the terminal of the Fort Lauderdale Airport, passengers, Spirit Airlines employees, and airport police scuffled over several cancelled flights—all of it caught on video. Often the troubles stem from airlines overbooking flights and shuffling passengers in a less-than-diplomatic fashion. The most memorable being the video of David Dao shrieking and bloody as he was dragged off a United Airlines flight last month when he refused to give up the seat he paid for. United Airlines apologized, but a fuse seems to have been lit. Even US lawmakers are holding Congressional hearings about the state of airline customer service.