FILE - In this Thursday, June 2, 2016, file photo, United Airlines CEO Oscar Munoz speaks in New York, during a presentation of the carrier's new Polaris service. The United fiasco where a passenger was dragged off a United Express flight on Sunday, April 9, 2017, is just the latest example of bad behavior by a company or its employees called out by witnesses with a smartphone. Munoz eventually apologized, but not for two days and after first blaming the customer and airport security. Three days after the incident United offered full refunds to all passengers on the flight. As smartphone cameras and social media have shifted power to consumers, they are forcing companies to be more nimble in handling matters they might have tried to sweep under the rug before. (AP Photo/Richard Drew, File)
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