policy. and i know these weren t united staffers that did this, but it was under their direction. what s the company have to say? the company says, our employees followed established procedure. and i say, then you should have some other procedures in case you have a diplomatic situation like this that needs to be handled a little bit more diplomatically. i missed that on the flight card they give you. it s an important distinction that mary makes. this wasn t a true overbooked flight. this was a flight that was full. they were in their seats, they had paid for their seats, and they needed four crew members, four crews members that had to get to louisville. and the company decided that the most important way to the best way to fix this with the least impact to everyone was to take four people off that flight and put the crew members on. it s a logistics problem of the company. the company had a logistics problem and they took these four paying passengers off to resolve it. a lot