Awhile back, I wrote in this space about a PR innovation at United Airlines: Channel 9 on the audio system was devoted to communications among pilots and air-traffic controllers. These conversations showed the airline and government employees at their professional best, and I'm among many people who lauded United on this initiative.
So it's a shame - but sadly unsurprising, given the state of US airlines today - to discover that this little perk for passengers is not what it used ...