I am particularly delighted to show you this commercial because I saw it for the first time at an aviation exhibit in Montreal in the 1990s and absolutely loved it. Just watch as a negative-thinking passenger (the kind we’d hate to sit next to on any flight) is given a wonderful customer service experience when he least expects it. The background song is deliciously relaxing and the lyrics are as caring as the United employees on the commercial. The beauty is not in the conclusion of this film but in the little twists here and there (especially the self-mocking “I know, I wrote it” line!)
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