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

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

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Old Apr 13, 18, 1:33 pm   -   Wikipost
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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.

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
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.

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
Aftermath
Poll: Your Opinion of United Airlines
Poll link: https://www.surveymonkey.com/r/KP68GYG
Results link: https://www.surveymonkey.com/results...Q6B2B/instant/
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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Old Apr 13, 17, 9:51 pm
  #5311  
 
Join Date: Jan 2007
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Originally Posted by nk15 View Post
The Canadians issued a statement, that IDB wont be tolerated in Canada by any airline...
Seems that the system for employee travel based on customer goodwill as a currency bounced a check over the weekend. Airlines will have to cough up a new form of payment. I hear there are a lot of MP visas available at the moment...
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Old Apr 13, 17, 9:52 pm
  #5312  
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Originally Posted by Wexflyer View Post
Dr Guo is a hero. He had to flee Vietnam after the fall of Saigon - by boat. Today his lawyer said that his experience on United was worse than having to flee Vietnam. Says a lot, but quite a few folks around here have no problem with what happened to him.
That's the shocking part of american society these day's.
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Old Apr 13, 17, 9:55 pm
  #5313  
 
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Originally Posted by stockmanjr View Post
Still say they should just bring in Terry Tate..
https://www.youtube.com/watch?v=vNxXL-soLIk
Solid proposal.
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Old Apr 13, 17, 9:55 pm
  #5314  
 
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Originally Posted by Wexflyer View Post
Dr Guo is a hero.
The doctor took a stand, and risked up to ten years in state prison for "assaulting a police officer".

We know he in fact assaulted no one.
And fortunately there are many witnesses who can attest to this.
Otherwise a jury very possibly would have taken the word of the officers that they had been assaulted by this "belligerent" (as the United CEO called him) man.
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Old Apr 13, 17, 9:59 pm
  #5315  
 
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Originally Posted by twitch76 View Post
That was my point. That's why I took great pains to say "IF" in my post. I've heard people talk about "Must Fly" and "Positive Space" as though the airline is obligated to transport that flight crew. IF such a regulation actually exists (and I'm not saying it does), then I could see Rule 21.B being activated to clear that seat.
It's not a regulation, it's a union agreement. No government regulations were involved here.
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Old Apr 13, 17, 10:01 pm
  #5316  
 
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Originally Posted by Wexflyer View Post
Dr Guo is a hero. He had to flee Vietnam after the fall of Saigon - by boat. Today his lawyer said that his experience on United was worse than having to flee Vietnam. Says a lot, but quite a few folks around here have no problem with what happened to him.
We must have very different definitions of the word hero.
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Old Apr 13, 17, 10:03 pm
  #5317  
 
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Originally Posted by leungy18 View Post
Not a bad idea.

Unfortunately the math gets too complicated for most at this point.

So we could force airlines to abide by an IDB formula composed of 1) a $1,500 base charge; 2) a scheduled flight duration charge of $2.5 per minute; as well as 3) an inconvenience charge of $2.5 per minute. How about that? And then add multipliers based on class of travel after all three are added up (x1 for Y, x2 for long-haul J or short-haul F, x3 for long-haul F)

For example:

Let's say I am flying DFW-HKG on AA F. And I am IDB'd (which will be rare because very, very few pay cash for AA long-haul F), and I am forced to take the same flight 24 hours later.

1) $1,500 base charge.
2) DFW-HKG is a 990-minute flight, which translates to $2,475
3) 24-hour delay of 1440-minutes, which translates to $3,600.

Add that all up and multiply by three because you are flying F -- and you get an IDB package of $22,725.

Holy smokes! I'd take that and be a very happy camper indeed!!
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Old Apr 13, 17, 10:06 pm
  #5318  
 
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Originally Posted by nk15 View Post
The Canadians issued a statement, that IDB wont be tolerated in Canada by any airline...
Huh? It happens all the time in Canada. There are regulations that airlines need to follow I have included a link the government web site https://traca/air/air-passenger-rightsvel.gc.
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Old Apr 13, 17, 10:21 pm
  #5319  
 
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Originally Posted by minnyfly View Post
One estimate is the rough estimate I made earlier and can do it again. Delta is estimating that of the 4,000 flights cancelled and many more delayed (6,000 is a conservative estimate via FlightAware totaling 10,000 flights affected) by their meltdown without paying proper compensation, it will cost them 125m in operating income. That is only a $12,500 average for a mainline flight that we can estimate averaged at least 150 seats ($83.33 per person). We're dealing with a 70-seat aircraft and four passengers ($5,833 per flight if we keep the income ratio equal). Divide that by four and you've reached only $1,458 per person. It doesn't take long to create an incentive to delay the other flight and rebook whoever needs it, potentially creating even worse individual inconveniences (like misconnecting the only flight of the day)
Sorry, still not getting the math. They still have to get the passengers to destination, correct? So, at some point they are on the hook for the flight - or there is opportunity cost when those passengers take the seats they could have otherwise sold.

Also, curious, does that line up with other stats - profit per passenger averages about $83 on a given flight? Seems low, but I'm too tired to search and crunch numbers.

Beyond all that there is still a difference in four po'ed (IDB) customers at $800/seat versus four happy people at ~$1200/seat. That has to be worth something.
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Old Apr 13, 17, 10:23 pm
  #5320  
 
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Somebody probably said it back on page 350 but this appears to be the most-viewed UA thread ever...ouch
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Old Apr 13, 17, 10:24 pm
  #5321  
 
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Originally Posted by Wexflyer View Post
Dr Guo is a hero. He had to flee Vietnam after the fall of Saigon - by boat. Today his lawyer said that his experience on United was worse than having to flee Vietnam. Says a lot, but quite a few folks around here have no problem with what happened to him.
As if being directed to leave a plane is comparable! I will save the word hero for someone who selflessly puts their life on the line to save others not someone who is afraid to be inconvenienced for a day.
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Old Apr 13, 17, 10:29 pm
  #5322  
 
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Originally Posted by geminidreams View Post
As if being directed to leave a plane is comparable! I will save the word hero for someone who selflessly puts their life on the line to save others not someone who is afraid to be inconvenienced for a day.
This. Thank you.
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Old Apr 13, 17, 10:30 pm
  #5323  
 
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Originally Posted by gold23 View Post
OT, but give me 18" standard seats and 34"+ standard Y on all mainlines and I'll happily be IDB'd once or so a year.
THIS,
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Old Apr 13, 17, 10:34 pm
  #5324  
 
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Originally Posted by JNelson113 View Post
But . . . . if you ask a person to leave the plane and he refuses, you then allow him to fly? I think that's quite a security risk, because he has just shown that he believes that his authority over the flight is superior to that of the flight crew. I would not want to fly on a plane with someone who will not obey crew commands. Many people will now say that the incident was handled incorrectly, etc. Granted. But once he has shown that he won't obey crew commands he must deplane.
Thats an opinion.
Most on this thread would disagree.
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Old Apr 13, 17, 10:36 pm
  #5325  
 
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Originally Posted by geminidreams View Post
As if being directed to leave a plane is comparable! I will save the word hero for someone who selflessly puts their life on the line to save others not someone who is afraid to be inconvenienced for a day.
he·ro
ˈhirō/
noun
1. a person who is admired or idealized for courage, outstanding achievements, or noble qualities.
synonyms: brave person, brave man/woman, man/woman of courage, man/woman of the hour, lionheart, warrior, knight; More
2. NORTH AMERICAN another term for submarine sandwich.

Dao will be admired by many for doing what he did.

Last edited by WineCountryUA; Apr 14, 17 at 2:27 am Reason: Discuss the issues, not the poster(s)
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