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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 ne...