United Breaks Guitars

United Continental Holdings, generally referred to as United for short, is one of the largest airlines in the world. Although it has its headquarters in Chicago (Illinois, United States), it operates nine different hubs, the other eight being Denver, Guam, Houston, Los Angeles, Newark (New Jersey), San Francisco, Tokyo (Japan) and Washington D.C. Like many companies in the transport sector, United claims: ?Our goal is to make every flight a positive experience for our customers.? However, as always, there is a big gap between declared intentions and the complexity of day-to-day operations in practice.