The case of American Airlines and Mr. XDustin Curtis: "When I first learned about this, I was horrified. Mr. X is actually a good UX designer, and his email had me thinking there was hope for American Airlines. The guy clearly cared about his work and about the user experience at the company as a whole. But AA fired Mr. X because he cared. They fired him because he cared enough to reach out to a dissatisfied customer and help clear the company's name in the best way he could." - Ah, yes, the man can be that way. It really stinks when you care and try to push for change when the company doesn't support you. I learned that the hard way.
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