andrew is getting at a situation we dealt with, the united ceo oscar munoz who dealt with that video by saying he supported his employ leee got customers dealing with irate gate man injuries and other on a rg basis. >> he's been beaten up and broke of rule you should have in terms of crisis management. i think when you have a problem like that, you have to acknowledge it and we're going to fix it so it never happens again and speak in consumer terms. talk about reaccommodating customers. i never knew what that meant. he'll learn and he'll move on. >> how do you speak to both your consumer base and your employees -- >> because you're throwing somebody under the bus. >> i think there's a problem there. your culture as it relates to customers is not where it need to be. if your job is to make sure that customer is happy and we handle the customer with the upmost respect at all times, i don't think you see that kind of problem. they have a better way of handling it. >> just coming off a united flight the other day, the pilots were wonderful, the attendants were wonderful, the gate personnel, not some. >> you just have to kee