Nonsense. Empathy is a two way street. What if the united employee in question was a new employee and wasn’t sure of their job security, so they were playing it safe in an effort not to get fired? What if the united employee was unfairly fired from her last job and as a result has become irrationally focused on following the rules for the sake of her job security, to keep putting food on the table for her kids? We don’t know the whole story, and it might be a story with circumstances that would suggest that it is as much incumbent on the traveling family to have empathy, as it would be for the United employee to have empathy on the family who inadvertently violated the guest passenger code. Empathy cuts both ways.