Apr 10, 2017, 8:42 pm
Last edit by: WineCountryUA
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Let’s have this discussion in a way that, when we look back on it, we can be proud of how we handled ourselves as a community.
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WineCountryUA
N.B. PLEASE do not alter the contents of this moderator note
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.
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
- Passenger one row behind and on the aisle footage BEFORE man was dragged off https://www.liveleak.com/view?i=655_1492004707
- Videos of man being removed https://www.liveleak.com/view?i=4b7_1491983214 https://www.youtube.com/watch?v=0nAZEk6nsNE
- Video of man re-entering plane https://www.youtube.com/watch?v=HNEQDWpYbZA (link dead)
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
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.
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.
It’s never too late to do the right thing. I have committed to our customers and our employees that we are going to fix what’s 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. We’ll communicate the results of our review by April 30th.
I promise you we will do better.
Sincerely,
Oscar
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.
It’s never too late to do the right thing. I have committed to our customers and our employees that we are going to fix what’s 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. We’ll communicate the results of our review by April 30th.
I promise you we will do better.
Sincerely,
Oscar
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.
That’s 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 don’t go the way they should, we need to be there for you to make things right. There are several new ways we’re 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 you’ve 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
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.
That’s 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 don’t go the way they should, we need to be there for you to make things right. There are several new ways we’re 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 you’ve 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
- Chicago Aviation Department said on the Monday afternoon after the incident that the officer who had dragged the passenger off the plane had been placed on leave pending an investigation. Spokesperson Karen Pride said in an email that "The incident on United flight 3411 was not in accordance with our standard operating procedure and the actions of the aviation security officer are obviously not condoned by the Department."
- 4/12/17: Two more Chicago Aviation officers involved are suspended
- Muñoz does ABC interview, announcing United will no longer use law enforcement to remove passengers: https://www.youtube.com/watch?v=90jSUe_vdhM
- United announces policy change that crews traveling on their aircraft must be booked at least 60 minutes prior to departure.
- United releases multiple changes in overbooking / denied boarding policies "We are making changes to ensure that we always put customers first" (http://newsroom.united.com/2017-04-2...mer-Experience) released 27 April 2017
- Statement from United Airlines Regarding Resolution with Dr. David Dao - released 27 April 2017
- Response to Senate Commerce Committee questions - 1 May 2017
- United Airlines PR Boss to Step Down
- James Long, one of several officers involved in removing David Dao from the April 9, 2017, flight to make room for airline employees, filed suit on Tuesday against United, Chicago’s Department of Aviation and its commissioner, Ginger Evans. The lawsuit, filed in the circuit court of Cook County, Illinois, alleges he was not properly trained on how to use force.
Poll: Your Opinion of United Airlines
Poll link: https://www.surveymonkey.com/r/KP68GYG
Results link: https://www.surveymonkey.com/results...Q6B2B/instant/
Reference MaterialResults link: https://www.surveymonkey.com/results...Q6B2B/instant/
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.aspxIf 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.
Man pulled off of overbooked flight UA3411 (ORD-SDF) 9 Apr 2017 {Settlement reached}
Apr 11, 2017, 12:58 pm
#3151
Join Date: May 2014
Location: DMV
Posts: 2,092
Mentally ill people are allowed to fly. And if they are treated fairly they don't act in an 'unhinged' fashion. This story has resonance with all of us who are not mentally ill because we are tired of being treated this way and having to comply with the threat of being mistreated by legal authorities if we refuse. None of the passengers were willing to accept the offer of a voucher, not cash by the way, so it wasn't just this one passenger who was unhappy with the situation.
The dude is not 'mentally ill' as in disabled, if he was he wouldn't be practicing medicine (albeit with a lot of restrictions due to his behaviors). He's simply what you'd call a 'troubled character'. His assessment said he's prone to 'magical thinking' i.e. his conduct can be divorced from reality. This isn't enough to get disability protection, but it's enough to make you a nightmare for people such as cops or customer service staff and the likely cause of a series of misfortunes that will befall you.
Apr 11, 2017, 12:58 pm
#3152
Join Date: Dec 2004
Location: SEA
Programs: Million Miles achieved | 2017 Delta Platinum, United NADA, Global Entry, PreCheck, NEXUS
Posts: 1,295
And now it's reported that the passenger had a record.
Apr 11, 2017, 1:01 pm
#3153
Join Date: Jul 2008
Location: K+K
Programs: *G
Posts: 4,871
3 out of 4 selected pax who got bumped left the plane. I imagine so would most people in this thread when asked to do so, even if arguing with the staff for a bit and posting about it angrily on Facebook.
The dude is not 'mentally ill' as in disabled, if he was he wouldn't be practicing medicine (albeit with a lot of restrictions due to his behaviors). He's simply what you'd call a 'troubled character'. His assessment said he's prone to 'magical thinking' i.e. his conduct can be divorced from reality. This isn't enough to get disability protection, but it's enough to make you a nightmare for people such as cops or customer service staff and the likely cause of a series of misfortunes that will befall you.
The dude is not 'mentally ill' as in disabled, if he was he wouldn't be practicing medicine (albeit with a lot of restrictions due to his behaviors). He's simply what you'd call a 'troubled character'. His assessment said he's prone to 'magical thinking' i.e. his conduct can be divorced from reality. This isn't enough to get disability protection, but it's enough to make you a nightmare for people such as cops or customer service staff and the likely cause of a series of misfortunes that will befall you.
Apr 11, 2017, 1:01 pm
#3154
Join Date: Jul 2014
Location: Austin, TX
Posts: 1,012
Not quite sure why I got grouped in here. I've argued that "boarding" is unambiguous and retains its commonly accepted meaning, as there's nothing in the document suggesting it's actually intended as some highly technical term of art.
Apr 11, 2017, 1:02 pm
#3155
Join Date: Oct 2007
Posts: 47
If only the scum dredging up this irrelevant crap about his past could find a fellow passenger who said he was belligerent and confrontation on Sunday....oh right, they can't so character assassination will have to do.
Apr 11, 2017, 1:03 pm
#3156
Join Date: Mar 2017
Location: LHR, HKG
Programs: gate lice
Posts: 315
Not whatever. You know, you could have upped compensation, and gave out cash instead of vouchers, until someone took the VDB. That's what a reasonable airline would've done to avoid having to drag pax out of plane.
Last edited by WineCountryUA; Apr 11, 2017 at 2:40 pm Reason: Discuss the issues, not the poster
Apr 11, 2017, 1:04 pm
#3157
Join Date: Oct 2009
Posts: 563
3 out of 4 selected pax who got bumped left the plane. I imagine so would most people in this thread when asked to do so, even if arguing with the staff for a bit and posting about it angrily on Facebook.
The dude is not 'mentally ill' as in disabled, if he was he wouldn't be practicing medicine (albeit with a lot of restrictions due to his behaviors). He's simply what you'd call a 'troubled character'. His assessment said he's prone to 'magical thinking' i.e. his conduct can be divorced from reality. This isn't enough to get disability protection, but it's enough to make you a nightmare for people such as cops or customer service staff and the likely cause of a series of misfortunes that will befall you.
The dude is not 'mentally ill' as in disabled, if he was he wouldn't be practicing medicine (albeit with a lot of restrictions due to his behaviors). He's simply what you'd call a 'troubled character'. His assessment said he's prone to 'magical thinking' i.e. his conduct can be divorced from reality. This isn't enough to get disability protection, but it's enough to make you a nightmare for people such as cops or customer service staff and the likely cause of a series of misfortunes that will befall you.
Apr 11, 2017, 1:04 pm
#3158
Join Date: Sep 2006
Location: SEA
Programs: DL DM, HH diamond
Posts: 330
Latest reports are that UA is down $1 billion in value today.
Can't wait to see heads roll. As Oscar's boneheaded statements continue to make the situation even worse, the Board of Directors should probably start there. He didn't create the toxic culture there but is certainly responsible for it now.
Unbelievable.
Can't wait to see heads roll. As Oscar's boneheaded statements continue to make the situation even worse, the Board of Directors should probably start there. He didn't create the toxic culture there but is certainly responsible for it now.
Unbelievable.
Apr 11, 2017, 1:05 pm
#3159
Join Date: Dec 2014
Location: Providence RI
Programs: American Exec Plat, Hyatt Refugeeist, Marriot Gold, Air Canada Cattle Class, Korean Air Morning Plat
Posts: 988
Someone help me out.....................I have read the four crew members were going to St. Louis (via Louisville). United has 4 Chicago to St.Louis direct flights that would have taken off after this flight. Surely 4 seats could have been found on one of those.
Apr 11, 2017, 1:05 pm
#3160
Join Date: Apr 2011
Posts: 181
Just as an aiside, and not taking sides (at the moment)...
I've been a member of Flyertalk for a minute, and I don't think I've ever seen a topic rocket like this one, pulling in a lot of regulars but also a lot of joiners, some of whom seem to actually be paid corporate people trying to spn manage.
Not the point I was trying to make. Let me try again. Regardless of who you think is right or wrong, I think this maybe a touchstone case that leads to regulatory or legal changes. For sure every other domestic US airline (and a whole group of foreign ones) are paying really close attention to the entire debacle.
United Airlines has lost at least half a billion dollars of market value over this issue so far. That's not a blip and while it will inevitably bounce back some, it will definitely affect both it's value to shareholders and likely it's bottom line as we head into the spring/summer vacation season.
People are feeling the effects of near constant 105% capacity aircraft, I myself cannot remember the last not-completely-full United flight I was on. I think this "stuff it like a clown car" mentality (while I understand the profit motives) is starting to backfire. You're seeing more altercations aboard aircraft, and more issues with rude staff and rude pax. Everyone feels irritable almost all the time aboard a US based aircraft.
Contrast that with my two recent trips on Lufthansa twice, and it's a marked difference. Both times, one of which was "completely full" there were still the occasional scattered available seats. Lufthansa also knows there will be no-shows, but apparently factors them in at a lower rate, and so they don't seem to ask for VDBs much. In addition, on these (relatively) short haul flights I was offered a sandwich or breakfast cake, free, as part of the service. I was offered water, coffee or soda free, as part of the service. In every way I felt more welcomed and appreciated than I have on any US based airline that I've flown (UA, Delta and USAir) in the last five years.
I'm not a Lufthansa flag waver, I am very sure they have their issues and I'm sure there are horror stories. It just that it seems to me like the major US carriers are all in a race to the bottom line, and in doing so, they are fundamentally forgetting that the passenger is the reason they exist.
And I think these situations are going to get worse, before they get better.
Regards,
-Bouncer-
I've been a member of Flyertalk for a minute, and I don't think I've ever seen a topic rocket like this one, pulling in a lot of regulars but also a lot of joiners, some of whom seem to actually be paid corporate people trying to spn manage.
Not the point I was trying to make. Let me try again. Regardless of who you think is right or wrong, I think this maybe a touchstone case that leads to regulatory or legal changes. For sure every other domestic US airline (and a whole group of foreign ones) are paying really close attention to the entire debacle.
United Airlines has lost at least half a billion dollars of market value over this issue so far. That's not a blip and while it will inevitably bounce back some, it will definitely affect both it's value to shareholders and likely it's bottom line as we head into the spring/summer vacation season.
People are feeling the effects of near constant 105% capacity aircraft, I myself cannot remember the last not-completely-full United flight I was on. I think this "stuff it like a clown car" mentality (while I understand the profit motives) is starting to backfire. You're seeing more altercations aboard aircraft, and more issues with rude staff and rude pax. Everyone feels irritable almost all the time aboard a US based aircraft.
Contrast that with my two recent trips on Lufthansa twice, and it's a marked difference. Both times, one of which was "completely full" there were still the occasional scattered available seats. Lufthansa also knows there will be no-shows, but apparently factors them in at a lower rate, and so they don't seem to ask for VDBs much. In addition, on these (relatively) short haul flights I was offered a sandwich or breakfast cake, free, as part of the service. I was offered water, coffee or soda free, as part of the service. In every way I felt more welcomed and appreciated than I have on any US based airline that I've flown (UA, Delta and USAir) in the last five years.
I'm not a Lufthansa flag waver, I am very sure they have their issues and I'm sure there are horror stories. It just that it seems to me like the major US carriers are all in a race to the bottom line, and in doing so, they are fundamentally forgetting that the passenger is the reason they exist.
And I think these situations are going to get worse, before they get better.
Regards,
-Bouncer-
Apr 11, 2017, 1:06 pm
#3161
Join Date: May 2014
Location: DMV
Posts: 2,092
In the realm of moral standards and general conduct it is advisable to behave within the norms of your society. While being a subversive weirdo has become popular in cultural products and higher education, in 'normal life' most people act like they're supposed to do. And that's good in general, because we'd be living in a Mad Max movie if everyone thought they can do whatever the heck they want.
To put it in pop cultural terms, this dude 'broke bad' a long time ago!
Apr 11, 2017, 1:06 pm
#3162
Join Date: Oct 2015
Posts: 210
Oh no, don't get me wrong. I agree with you completely. In hindsight, they could have possibly done more to diffuse the situation.
However, their best business practices were being applied. There is a quote somewhere else that says a passenger on the plane offered to get off for $1600. As a business, a manager would have never been able to accept that considering Involuntary Denied Boarding compensation is capped at something like $1350.
However, their best business practices were being applied. There is a quote somewhere else that says a passenger on the plane offered to get off for $1600. As a business, a manager would have never been able to accept that considering Involuntary Denied Boarding compensation is capped at something like $1350.
Apr 11, 2017, 1:08 pm
#3163
FlyerTalk Evangelist
Join Date: Jun 2004
Location: LON, ACK, BOS..... (Not necessarily in that order)
Programs: **Mucci Diamond Hairbrush** - compared to that nothing else matters (+BA Bronze)
Posts: 15,138
So he asked his CEO friend out of curiosity about what the actual policy was. The CEO said that the policy was that technically you didn't change inflexible tickets and they were technically correct in what had been said. However he then said that he was trying to get people to use their common sense. He said that in that case they should have looked at the entire itinerary spotted the F connecting flight and the status. "Obviously the message isn't getting through to all the managers."
Last edited by Jimmie76; Apr 12, 2017 at 6:56 am
Apr 11, 2017, 1:08 pm
#3164
Join Date: Dec 2006
Location: NYC
Programs: UA GS (1MM), DL Gold, Marriott Plat, Hyatt Globalist, Avis CC
Posts: 526
UA employee here. Literally just got this in my inbox addressed to all employees.
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.
It’s never too late to do the right thing. I have committed to our customers and our employees that we are going to fix what’s 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. We’ll communicate the results of our review by April 30th.
I promise you we will do better.
Sincerely,
Oscar
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.
It’s never too late to do the right thing. I have committed to our customers and our employees that we are going to fix what’s 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. We’ll communicate the results of our review by April 30th.
I promise you we will do better.
Sincerely,
Oscar
Apr 11, 2017, 1:08 pm
#3165
Join Date: Dec 2014
Location: Providence RI
Programs: American Exec Plat, Hyatt Refugeeist, Marriot Gold, Air Canada Cattle Class, Korean Air Morning Plat
Posts: 988
I just read that the four employees, were not even United employees, but employees of another airline. This is getting bizarro.......