World Cup host Qatar is discovering the reputational risk involved in hosting high-profile mega sporting events. Qatar Airways' sponsorship of FC Barcelona is producing exactly the kind of publicity that is a corporate sponsor's worst nightmare while a Swiss investigation of the Qatari World Cup bid threatens to expose questionable financial dealings that will fuel demands for withdrawing the tournament from the Gulf state.
You don't know me, but I've been thinking about you ever since I read about your family's experience on that United flight. I wish I had been sitting in the aisle across from you when you tried to explain to the crew about Juliette -- about how she needed to eat something hot because when she's hungry, she gets distressed.
Consider this advice: drop the risky outsourcing; treat your employees as Southwest does; and stop ratcheting up the fees for baggage, changes of reservations, etc. Unless, that is, you believe that customer backlash, investigations by media and lawmakers and lower job gratification are not anywhere on your horizon.