Too true Don. I start by being reasonable but that doesn't always get you anywhere.

I work on the basis that everyone deserves a chance to put things right. If they do that, then I'm OK. If they don't do that, and both Kendall and I have been on the wrong end of United's sharp stick once too often, then I will avoid them like the plague and let other people know what treatment we have received.

I have watched these guys loading luggage and they really do just chuck it all in without any real care. I've seen bags drop on the tarmac due to careless handling. I'm possibly going to buy my grandson a good guitar when he's over here next year but will be talking to the airline (probably Virgin) about how to get it back to the UK safely.