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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 15, 17, 11:18 am
  #5776  
 
Join Date: Apr 2017
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Originally Posted by denuaflier View Post
Then your airline should make alternative arrangements for your pilot. Dr. had planned his trip fine, your airline did not plan their pilots journey. Let's not blame the Dr. who is a true victim here.

UA personnel had a choice to increase the amount offered. They should have offered real money and not vouchers. They could have skipped him and picked the next person in line. Why are we defending these idiots?
Air travel is not a right, it is a convenience. Like anything purchased, buyer beware. On the bright side, you do have the right to buy or charter a private aircraft to meet or exceed your travel requirements/expectations. If you can't afford that, never fear, other options are yet available. You can book passage via train or bus; even better, drive yourself. The likelihood of being "beaten, bullied, concussed, humiliated, or booted" from your private vehicle are slim to none.
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Old Apr 15, 17, 11:21 am
  #5777  
 
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Originally Posted by Boggie Dog View Post
Dao's background has nothing to do with the illegal actions of United and the Chicago Department of Aviation.

[conforming moderator edit]
There is a great satire article in the Washington Post a day or so ago entitled, "Crucified Man Had Past Run-Ins With Authorities."

Last edited by Ocn Vw 1K; Apr 15, 17 at 11:31 am Reason: See note above.
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Old Apr 15, 17, 11:22 am
  #5778  
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Originally Posted by featheroleather View Post

what's embarrasing is the latest video of the "dr" telling the police

"no i am not going..i stay right there.....you can drag me out... let them try to use the force... i would rather go to jail"

there must have been a reason why the person who filmed this part did so, maybe because this situation was literally unfolding right in front of them & saw this person was looking for a fight.

most of the experts here with 20/20 hindsight are judging from the video at the end of the situation, not from what led up to the cause of altercation.
That video comes from the mother with young children sitting behind Dr Dao. It actually shows that he was sitting in his seat, talking on his cell, while talking to the "police".

He wasn't threatening the police; he was simply stating a fact that he was in his seat and he had rights to stay there. His voice wasn't raised and he wasn't acting "disruptive and belligerent" as what the UA CEO would later say.

I admit I'm a coward when I see authority figures and I very probably would have given in to the unreasonable demand. But if I gave up my seat under the same circumstances, it would not be because I agreed with UA, it would be because I was in fear of the threat from someone in uniform.
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Old Apr 15, 17, 11:23 am
  #5779  
 
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Originally Posted by Boggie Dog View Post
Dao's background has nothing to do with the illegal actions of United and the Chicago Department of Aviation.

[Moderator edit]
United did nothing illegal. What transpired was excessive force by LEO, not United. Again, I am sure the GA called security expecting the passenger to comply, not resist law enforcement. [Moderator edit]?

Last edited by Ocn Vw 1K; Apr 15, 17 at 11:32 am Reason: FT Rule 12, that we discuss the topic and not attack members.
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Old Apr 15, 17, 11:25 am
  #5780  
 
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Originally Posted by dvlsadvc8 View Post
Air travel is not a right, it is a convenience. Like anything purchased, buyer beware.
That's wrong. If you purchase a good or pay for services, theses goods/services have to be delivered/rendered. When it comes to air travel, there are multiple rules that have to be observed. If, as a passenger, you violate neither regulations nor contractual duties (resulting both from your agreement and the CoC), you have a right to be transported.

[Moderator edit to member's edit to remove text disallowed by FT Rule 12.]

Last edited by Ocn Vw 1K; Apr 15, 17 at 3:31 pm Reason: See note above, per FT Rule 12, and this thread's wikipost.
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Old Apr 15, 17, 11:25 am
  #5781  
 
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Originally Posted by MSPeconomist View Post
I highly doubt that UA was making decisions based on the "greater good."

Instead, UA should have been making decisions to maximize shareholder value.
Right.

Given:

1. A passenger had offered to volunteer at $1600 in vouchers, and

2. Objectives are departing on time, with prize crew on board, maximizing customer satisfaction, and minimizing costs,

the forced removal of a legitimately seated passenger was the worst choice. A police action presented the highest probability to delay the flight, upset the customers, and risk an ugly and expensive public confrontation.

And the best choice had already presented itself. When Dr. Dao had refused, the GA could have very easily withdrawn to discuss with bosses, who should be equipped to override procedure for the greatest good. The "greatest good" was absolutely to accept the $1600 offer, although most of us believe it would have taken less to find all four volunteers.
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Old Apr 15, 17, 11:26 am
  #5782  
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Originally Posted by dvlsadvc8 View Post
Air travel is not a right, it is a convenience. Like anything purchased, buyer beware. On the bright side, you do have the right to buy or charter a private aircraft to meet or exceed your travel requirements/expectations. If you can't afford that, never fear, other options are yet available. You can book passage via train or bus; even better, drive yourself. The likelihood of being "beaten, bullied, concussed, humiliated, or booted" from your private vehicle are slim to none.
A passengers likelihood of being beaten on a United Airlines airplane should be slim to none too! Only if it were true!

The United Airlines CEO has already admitted that United was at fault. That ship has sailed. Dao did nothing wrong. Trying to rewrite history isn't going to work.
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Old Apr 15, 17, 11:28 am
  #5783  
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Originally Posted by dvlsadvc8 View Post
United did nothing illegal. What transpired was excessive force by LEO, not United. Again, I am sure the GA called security expecting the passenger to comply, not resist law enforcement. [Conforming moderator edit to original quote edit]
United instigated everything that happened.

Last edited by Ocn Vw 1K; Apr 15, 17 at 11:34 am Reason: See note above.
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Old Apr 15, 17, 11:29 am
  #5784  
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Originally Posted by shortkidd View Post
The problem is, when you are a highly paid executive and have a group of people around you consulting you on how to be a good presenter to the public and you do it completely wrong. You first lie and say that you are trying to reach the customer, then you stand with your employees who did nothing wrong, then you blame the passenger and finally the next day you give some half hearted apology you have only done yourself and your company a disservice.

This CEO is a joke. Even though I have millions of miles on Untied I would be ok if the airline just went away.

Oh BTW, why has no one complained that the next flight that was offered to the customer was to arrive the next day at 14:00. 12+ hours later.....who would ever accept that in their right mind.
It's even worse than you suggest. The flight which was offered would leave ORD at 2:55 pm the next day and arrive at SDF about an hour later, although I suspect there's a change from Central to Eastern time. It wouldn't have arrived at 2 pm the next day; it was much more than 12 hours later. Others here have characterized it as a 22 hour delay, although the delay in scheduled times for departure from ORD was 21 hours and 45 minutes if I'm doing the arithmetic right, from 5:40 pm Sunday to 2:55 pm Monday.

Last edited by MSPeconomist; Apr 15, 17 at 12:36 pm Reason: Typo
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Old Apr 15, 17, 11:29 am
  #5785  
 
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Originally Posted by WorldLux View Post
That's wrong. If you purchase a good or pay for services, theses goods/services have to be delivered/rendered. When it comes to air travel, there are multiple rules that have to be observed. If, as a passenger, you violate neither regulations nor contractual duties (resulting both from your agreement and the CoC), you have a right to be transported.
Wrong. This happens on all airlines, everyday. This unfortunately escalated to a standoff between parties, and everyone came out a loser.
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Old Apr 15, 17, 11:31 am
  #5786  
 
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Originally Posted by dvlsadvc8 View Post
United did nothing illegal. What transpired was excessive force by LEO, not United. Again, I am sure the GA called security expecting the passenger to comply, not resist law enforcement. So, agreed, why the smear campaign?
Breach of contract isn't illegal? In this case, it wasn't VDB nor IDB, because pax had already been boarded. The CoC does not, AFAIK, contain provisions stating that pax can be removed from the plane for reasons other than being a security threat, after they have been boarded.

UA is under fire because it didn't do the sensible thing and just keep upping the amount of money until it got enough volunteers. Part of the issue is that UA was already perceived as an airline whose management is "cheap" and nickel and dimes passengers for every cent it can, before this incident. This incident reinforces that perception.
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Old Apr 15, 17, 11:32 am
  #5787  
 
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Originally Posted by dvlsadvc8 View Post
Keep telling yourself that.
He is right in telling that. [Moderator edit. See reasons below.]

Last edited by Ocn Vw 1K; Apr 15, 17 at 1:16 pm Reason: Per FT Rule 12, discussion must be of the topic and not debates or attacks on other members.
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Old Apr 15, 17, 11:33 am
  #5788  
 
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Originally Posted by dvlsadvc8 View Post
Wrong. This happens on all airlines, everyday.
IDBs in case of overselling a flight, yes. A passenger explicitly agrees to that (even if most passenger don't read the fine print). This wasn't an oversold plane (cf. UA communication), thus rendering useless the section regarding IDBs in case of an oversold flight in the CoC.

Originally Posted by dvlsadvc8 View Post
Keep telling yourself that.
Ok. Please enlighten us (and UA) and give us the chain of events. Causality matters
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Old Apr 15, 17, 11:34 am
  #5789  
 
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Originally Posted by STS-134 View Post
Breach of contract isn't illegal? In this case, it wasn't VDB nor IDB, because pax had already been boarded. The CoC does not, AFAIK, contain provisions stating that pax can be removed from the plane for reasons other than being a security threat, after they have been boarded.

UA is under fire because it didn't do the sensible thing and just keep upping the amount of money until it got enough volunteers. Part of the issue is that UA was already perceived as an airline whose management is "cheap" and nickel and dimes passengers for every cent it can, before this incident. This incident reinforces that perception.
As stated, it is your right not to use them as your carrier.
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Old Apr 15, 17, 11:35 am
  #5790  
 
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Originally Posted by dvlsadvc8 View Post
Air travel is not a right, it is a convenience. Like anything purchased, buyer beware. On the bright side, you do have the right to buy or charter a private aircraft to meet or exceed your travel requirements/expectations. If you can't afford that, never fear, other options are yet available. You can book passage via train or bus; even better, drive yourself. The likelihood of being "beaten, bullied, concussed, humiliated, or booted" from your private vehicle are slim to none.
It is more than convenience. Something called contract law. UA breached it. UA is not doing a favor on anyone.
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