Marketing Question

WATCH THE FOLLOWING VIDEO: https://www.lynda.com/Marketing-tutorials/Unhappy-customers/476940/546756-4.html

(video is titled "unhappy customers" and can be found on Lynda.com)

In 1-2 pages (120 words or more), please answer the following questions:

Question One•

What is the most important element of this case study? Why? Did United Airlines do anything wrong?

Question Two•

Was the customer’s reaction justified? Provide a rationale for your answer.

Question Three•

If you were in charge of customer service at United Airlines, how would you have handled the situation? Provide a rationale for your answer.

APA format is NOT required.