"We use this group for research and to get feedback on potential new products," says Robin Urbanski, an employee who helps to mold the carrier's social media strategy.

“我们利用这一群体进行调查，并为新产品寻求反馈。”负责社会媒体策略的员工robin Ur banski说道。

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Robin Urbanski, a spokeswoman for United, said the company received 700 complaints in 2008 from passengers who were upset because a larger passenger encroached on his or her seat.

CNN: Airline policies juggle larger passengers