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Man pulled off of overbooked flight UA3411 (ORD-SDF) 9 Apr 2017 {Settlement reached}

Old Apr 10, 2017, 8:42 pm
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Statement from United Airlines Regarding Resolution with Dr. David Dao - released 27 April 2017
CHICAGO, April 27, 2017 /PRNewswire/ -- We are pleased to report that United and Dr. Dao have reached an amicable resolution of the unfortunate incident that occurred aboard flight 3411. We look forward to implementing the improvements we have announced, which will put our customers at the center of everything we do.
DOT findings related to the UA3411 9 April 2017 IDB incident 12 May 2017

What facts do we know?
  • UA3411, operated by Republic Airways, ORD-SDF on Sunday, April 9, 2017. UA3411 was the second to last flight to SDF for United. AA3509 and UA4771 were the two remaining departures for the day. Also, AA and DL had connecting options providing for same-day arrival in SDF.
  • After the flight was fully boarded, United determined four seats were needed to accommodate crew to SDF for a flight on Monday.
  • United solicited volunteers for VDB. (BUT stopped at $800 in UA$s, not cash). Chose not to go to the levels such as 1350 that airlines have been known to go even in case of weather impacted disruption)
  • After receiving no volunteers for $800 vouchers, a passenger volunteered for $1,600 and was "laughed at" and refused, United determined four passengers to be removed from the flight.
  • One passenger refused and Chicago Aviation Security Officers were called to forcibly remove the passenger.
  • The passenger hit the armrest in the aisle and received a concussion, a broken nose, a bloodied lip, and the loss of two teeth.
  • After being removed from the plane, the passenger re-boarded saying "I need to go home" repeatedly, before being removed again.
  • United spokesman Jonathan Guerin said the flight was sold out but not oversold. Instead, United and regional affiliate Republic Airlines the unit that operated Flight 3411 decided they had to remove four passengers from the flight to accommodate crewmembers who were needed in Louisville the next day for a downline connection.

United Express Flight 3411 Review and Action Report - released 27 April 2017

Videos

Internal Communication by Oscar Munoz
Oscar Munoz sent an internal communication to UA employees (sources: View From The Wing, Chicago Tribune):
Dear Team,

Like you, I was upset to see and hear about what happened last night aboard United Express Flight 3411 headed from Chicago to Louisville. While the facts and circumstances are still evolving, especially with respect to why this customer defied Chicago Aviation Security Officers the way he did, to give you a clearer picture of what transpired, I've included below a recap from the preliminary reports filed by our employees.

As you will read, this situation was unfortunately compounded when one of the passengers we politely asked to deplane refused and it became necessary to contact Chicago Aviation Security Officers to help. Our employees followed established procedures for dealing with situations like this. While I deeply regret this situation arose, I also emphatically stand behind all of you, and I want to commend you for continuing to go above and beyond to ensure we fly right.

I do, however, believe there are lessons we can learn from this experience, and we are taking a close look at the circumstances surrounding this incident. Treating our customers and each other with respect and dignity is at the core of who we are, and we must always remember this no matter how challenging the situation.

Oscar

Summary of Flight 3411
  • On Sunday, April 9, after United Express Flight 3411 was fully boarded, United's gate agents were approached by crewmembers that were told they needed to board the flight.
  • We sought volunteers and then followed our involuntary denial of boarding process (including offering up to $1,000 in compensation) and when we approached one of these passengers to explain apologetically that he was being denied boarding, he raised his voice and refused to comply with crew member instructions.
  • He was approached a few more times after that in order to gain his compliance to come off the aircraft, and each time he refused and became more and more disruptive and belligerent.
  • Our agents were left with no choice but to call Chicago Aviation Security Officers to assist in removing the customer from the flight. He repeatedly declined to leave.
  • Chicago Aviation Security Officers were unable to gain his cooperation and physically removed him from the flight as he continued to resist - running back onto the aircraft in defiance of both our crew and security officials.
Email sent to all employees at 2:08PM on Tuesday, April 11.
Dear Team,

The truly horrific event that occurred on this flight has elicited many responses from all of us: outrage, anger, disappointment. I share all of those sentiments, and one above all: my deepest apologies for what happened. Like you, I continue to be disturbed by what happened on this flight and I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way.

I want you to know that we take full responsibility and we will work to make it right.

Its never too late to do the right thing. I have committed to our customers and our employees that we are going to fix whats broken so this never happens again. This will include a thorough review of crew movement, our policies for incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement. Well communicate the results of our review by April 30th.

I promise you we will do better.

Sincerely,

Oscar
Statement to customers - 27 April 2017
Each flight you take with us represents an important promise we make to you, our customer. It's not simply that we make sure you reach your destination safely and on time, but also that you will be treated with the highest level of service and the deepest sense of dignity and respect.

Earlier this month, we broke that trust when a passenger was forcibly removed from one of our planes. We can never say we are sorry enough for what occurred, but we also know meaningful actions will speak louder than words.

For the past several weeks, we have been urgently working to answer two questions: How did this happen, and how can we do our best to ensure this never happens again?

It happened because our corporate policies were placed ahead of our shared values. Our procedures got in the way of our employees doing what they know is right.

Fixing that problem starts now with changing how we fly, serve and respect our customers. This is a turning point for all of us here at United and as CEO, it's my responsibility to make sure that we learn from this experience and redouble our efforts to put our customers at the center of everything we do.

Thats why we announced that we will no longer ask law enforcement to remove customers from a flight and customers will not be required to give up their seat once on board except in matters of safety or security.

We also know that despite our best efforts, when things dont go the way they should, we need to be there for you to make things right. There are several new ways were going to do just that.

We will increase incentives for voluntary rebooking up to $10,000 and will be eliminating the red tape on permanently lost bags with a new "no-questions-asked" $1,500 reimbursement policy. We will also be rolling out a new app for our employees that will enable them to provide on-the-spot goodwill gestures in the form of miles, travel credit and other amenities when your experience with us misses the mark. You can learn more about these commitments and many other changes at hub.united.com.

While these actions are important, I have found myself reflecting more broadly on the role we play and the responsibilities we have to you and the communities we serve.

I believe we must go further in redefining what United's corporate citizenship looks like in our society. If our chief good as a company is only getting you to and from your destination, that would show a lack of moral imagination on our part. You can and ought to expect more from us, and we intend to live up to those higher expectations in the way we embody social responsibility and civic leadership everywhere we operate. I hope you will see that pledge express itself in our actions going forward, of which these initial, though important, changes are merely a first step.

Our goal should be nothing less than to make you truly proud to say, "I fly United."

Ultimately, the measure of our success is your satisfaction and the past several weeks have moved us to go further than ever before in elevating your experience with us. I know our 87,000 employees have taken this message to heart, and they are as energized as ever to fulfill our promise to serve you better with each flight and earn the trust youve given us.

We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve.

With Great Gratitude,

Oscar Munoz
CEO
United Airlines
Aftermath
Poll: Your Opinion of United Airlines Reference Material

UA's Customer Commitment says:
Occasionally we may not be able to provide you with a seat on a specific flight, even if you hold a ticket, have checked in, are present to board on time, and comply with other requirements. This is called an oversale, and occurs when restrictions apply to operating a particular flight safely (such as aircraft weight limits); when we have to substitute a smaller aircraft in place of a larger aircraft that was originally scheduled; or if more customers have checked in and are prepared to board than we have available seats.

If your flight is in an oversale situation, you will not be denied a seat until we first ask for volunteers willing to give up their confirmed seats. If there are not enough volunteers, we will deny boarding to passengers in accordance with our written policy on boarding priority. If you are involuntarily denied boarding and have complied with our check-in and other applicable rules, we will give you a written statement that describes your rights and explains how we determine boarding priority for an oversold flight. You will generally be entitled to compensation and transportation on an alternate flight.

We make complete rules for the payment of compensation, as well as our policy about boarding priorities, available at airports we serve. We will follow these rules to ensure you are treated fairly. Please be aware that you may be denied boarding without compensation if you do not check in on time or do not meet certain other requirements, or if we offer you alternative transportation that is planned to arrive at your destination or first stopover no later than one hour after the planned arrival time of your original flight.
CoC is here: https://www.united.com/web/en-US/con...-carriage.aspx
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Man pulled off of overbooked flight UA3411 (ORD-SDF) 9 Apr 2017 {Settlement reached}

Old Apr 14, 2017, 6:35 am
  #5401  
 
Join Date: Sep 2015
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Originally Posted by GrayAnderson
Or indeed "I might be fired if I don't show up". I mean, he didn't even book a seat on the last flight of the day (where one could at least contend he was playing with fire) and there's only so much slack you can expect someone to build into their travel plans or the whole point of flying soon gets lost and you might as well relax on a train ride instead.
Also, we need to remember that this was the last leg of an extended trip. If I understood what he was saying in the video of his conversation with the DOA people, he had been flying for 24 hours, and I recall it being reported that he was flying from China, through LAX. He would have paid a higher price for his ticket, and would be completely unaware of the price the United system assigned only to that leg.

One reason that this happens much more rarely in Europe is that in Europe there is a train alternative. There is not in most cases in the US, which points even more to the CofC being a contract of adhesion.

When I took my present job, I was told that any restriction on my ability to 1.) qualify for an agency credit card, or 2.) travel would threaten my employment. Thus, I would have caved, not being able to survive being banned by United. United and other domestic airlines act too much like they are the only travel choice. This is a choice they make, even if the traveler doesn't have realistic alternatives.
Rdenney is offline  
Old Apr 14, 2017, 6:38 am
  #5402  
 
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Originally Posted by Rdenney
But the excuse that this was Republic doesn't wash. It seems to have been established that the gate agents were United employees at ORD, and the gate agent is the one who called in DOA security, the one who was "brusque and demanding", and the one who laughed at a large-but-not-unreasonably-so offer to deboard from another passenger that had demonstrated that VDB's were easily attainable.
If anything, this case really shows what a farce the entire contracting circus is. If United wants to argue this is a Republic flight and not a United flight, how can they justify removing someone with a contract to fly on a Republic flight so that employees of Trans State can fly on a Trans State flight!
George Purcell is offline  
Old Apr 14, 2017, 6:42 am
  #5403  
 
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Originally Posted by jjmoore
Yeah... figures. I am going to unsubscribe from this witch-hunt thread once and for all, and focus on relevant topics of conversation that actually help the FF community. I cannot continue to be a sucker and try to argue against insanity in this thread.
Witch hunt? Seriously?
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Old Apr 14, 2017, 6:47 am
  #5404  
 
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BTW: Delta apparently increased the value of vouchers that can be given for VDB.

http://onemileatatime.boardingarea.c...-compensation/

Last edited by WineCountryUA; Apr 15, 2017 at 1:03 am Reason: Discuss the issues, not the poster
WorldLux is offline  
Old Apr 14, 2017, 6:51 am
  #5405  
 
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Originally Posted by LordHamster
Exactly. And had the airline increased the offer, the four people with the most flexibility would have identified themselves. #FreeMarket
Or even changed the offer to United vouchers plus a limo ride to Louisville. If the reason people were reluctant to volunteer was that they didn't want to be stuck overnight and miss a day of work, creatively addressing that issue might have fixed the problem. But United didn't try.
artemis is offline  
Old Apr 14, 2017, 6:52 am
  #5406  
 
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If this blog shows anything, it is that Jury Selection will be particularly important if/when this goes to trial.

Finally a case I would not try to get out of...
Cofyknsult is offline  
Old Apr 14, 2017, 6:57 am
  #5407  
 
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Originally Posted by richarddd
Posted and refuted many times in this thread.
Yes, that blog https://thepilotwifelife.wordpress.c...t-flight-3411/ really seems to have been hijacked by UA's corporate lawyers testing the waters.
Cofyknsult is offline  
Old Apr 14, 2017, 7:11 am
  #5408  
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Originally Posted by artemis
Or even changed the offer to United vouchers plus a limo ride to Louisville. If the reason people were reluctant to volunteer was that they didn't want to be stuck overnight and miss a day of work, creatively addressing that issue might have fixed the problem. But United didn't try.
My first thought was that had I been in that situation, I would have offered to the GA that I'd accept $1600 in vouchers plus a one-way rental car. (Guessing that would have been $100-150.) Or if that would have been thorny liability-wise, the $1600 plus a trip-in-vain refund, and I go book my own rental car.

I would have thought that'd be an easy call vs. the IDB comp of $1350.

But apparently a passenger actually *did* offer the $1600 part (not the rental car), and got laughed at.
pinniped is offline  
Old Apr 14, 2017, 7:17 am
  #5409  
 
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An unfortunate effect of the "Great Airline Consolidation" is that the airlines have greatly down-gauged their capacities. I remember an experience I had with a disruption on the old Northwest airlines due to a cancellation. NW used to have 8 mainline flights a day non-stop from DTW to Green Bay thus allowing easy re-accommodation, now Delta has 3 and 2 of these are smaller partner flights.

The Over-sales CFR refers to delays of 2 and 4 hours, which unfortunately has become a bit of a joke. More common are longer delays such as the 22 hours which Dr. Dao was quoted for re-accommodation which IMO is simply unacceptable.
hazelrah is offline  
Old Apr 14, 2017, 7:19 am
  #5410  
 
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Originally Posted by pinniped
My first thought was that had I been in that situation, I would have offered to the GA that I'd accept $1600 in vouchers plus a one-way rental car.
I've asked for a rental car on numerous occasion to complete my travel and have NEVER gotten an airline to agree to such, I presume because of liability.

Last edited by hazelrah; Apr 14, 2017 at 7:28 am
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Old Apr 14, 2017, 7:23 am
  #5411  
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Originally Posted by Rdenney
Also, we need to remember that this was the last leg of an extended trip. If I understood what he was saying in the video of his conversation with the DOA people, he had been flying for 24 hours, and I recall it being reported that he was flying from China, through LAX. He would have paid a higher price for his ticket, and would be completely unaware of the price the United system assigned only to that leg.

One reason that this happens much more rarely in Europe is that in Europe there is a train alternative. There is not in most cases in the US, which points even more to the CofC being a contract of adhesion.

When I took my present job, I was told that any restriction on my ability to 1.) qualify for an agency credit card, or 2.) travel would threaten my employment. Thus, I would have caved, not being able to survive being banned by United. United and other domestic airlines act too much like they are the only travel choice. This is a choice they make, even if the traveler doesn't have realistic alternatives.
The LA Times today says that he was coming from a celebration in California.
sbrower is offline  
Old Apr 14, 2017, 7:28 am
  #5412  
 
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Originally Posted by hazelrah
I've asked for a rental car on numerous occasion to complete my travel and have NEVER gotten an airline to agree to such.
Strange, given that an airline of the size of UA/DL/AA could easily negotiate very favourable rates for them for just that purpose. For shorter distances, it would certainly be an alternative.
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Old Apr 14, 2017, 7:29 am
  #5413  
 
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Originally Posted by WorldLux
Strange, given that an airline of the size of UA/DL/AA could easily negotiate very favourable rates for them for just that purpose. For shorter distances, it would certainly be an alternative.
I subsequently edited my post, I assume they don't do this because of liability.
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Old Apr 14, 2017, 7:33 am
  #5414  
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For those who were wondering, this thread in CommunityBuzz is the most viewed thread on FT w/ 601,376 views. It was the thread started when Israel & Lebanon went to war/bombs/we had FTers who lived in both locales doing live reporting.

http://www.flyertalk.com/forum/commu...non+Israel+war

Re: UA's offer to passengers to give them $500 in UA vouchers to sign away their legal rights. That's insulting. Can't speak for the passengers, but I certainly wouldn't accept it.

Cheers.
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Old Apr 14, 2017, 7:38 am
  #5415  
 
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Originally Posted by sbrower
The LA Times today says that he was coming from a celebration in California.
Okay, thanks--that part of the account was confusing from the start.

But the point stands: He probably paid much more than the $100 that United assigned to this leg, and being at the top of the stuckee list because of low-spend would therefore seem like nonsense.

Of course, the witnesses reported that the selection was made by the computer, or randomly, depending on which account one reads. (And most people who had not read the CofC, which is most people, would have conflated those two anyway.) So, it probably seemed entirely arbitrary to him.

If it does turn out that the GA walked the aisle with a manifest looking for easy targets, then that would make bad news for the GA even worse. But I don't assume that's what happened.
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