you need is a culture which setsms n so that all of the people that you can manage every minute w knowt to do. and when crazy things come up that aren't in your ruleok that people just naturally know, it's the culture. they kno how to handle it in ways that are right. you have t guess that the united culture is a culture where they have learned to handle just about everything wrong. but you have to admit, though, eric, that there is a strange ctncidence t it always seems to happen to united eairlines, whether they dragging a passenger off or the luggage gets lost or the kidts sent to the wrong place. and now the dog has died. is it bad karma that this airline has? or what's going on here do you ? th >> so i think they started off with bad karma. and the karma effect was multiplied by this merger. the merger is complicated. it's two different cueures. they hever gelled. they are spending a lot of time and effort trying to get thing like the reservation systems combined. what they haven't spent time on is improvinghe culture. and you know, it's reason by a ceo who came to unitedrom a frei