United Airlines just gave a stunning reason for a major customer-pleasing decision

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But even more odd is the decision to offer entirely new interiors, which includes, oh yes, the supposedly old-fashioned technology known as the seatback screen. Southwest has never seen the point of them, perhaps believing youd rather your bags fly free than your imagination wander. He claimed American began its conversion to ripping them out only after he left the airline and joined United. Sometimes, only personal experience can draw decision makers away from the spreadsheet -- seatback screens are an expense -- and toward customer satisfaction. They can work on their own laptops while being simultaneously distracted by murders, wars, heroes and the occasional love story on their seatback screens.

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