"We're disappointed anytime a customer has an experience that does not live up to his or her expectation. We are reaching out to Ms. Correia to gain a better understanding of what occurred and to offer assistance."

I think this was her "understanding."  She thought that she could get on a plane without being beaten up or having her 18th Century instrument destroyed by some birdbrain.

What could she have been thinking?

There is an alternate explanation:  The United spokesman is short selling his own employer's stock.