United Airlines Chairman and CEO Glenn Tilton said the carrier "disappointed" its customers Saturday "by not being prepared, as we should have been, for the extraordinary volume of passengers." The admission, contained in a taped message to employees, referred to a situation that developed at Chicago O'Hare on Dec. 17 when thousands of United customers were inconvenienced by long check-in lines and waits of up to 4 hr. or more. The terminal became so crowded that some passengers were ...

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