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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 19, 17, 4:57 pm
  #6286  
 
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Originally Posted by BearX220 View Post
It would take those lawyers about a half a beer to show UA front-liners routinely conceal a customer's options and benefits, hoping not to have to give out what they're obligated to give out.

If you take a bump, UA hope you don't know enough to specify cash and will accept worthless vouchers. If you're on a mech delay, UA hopes you won't ask for food, etc. vouchers. If you misconnect, UA hopes you'll buy the "bad weather" line and not press for a hotel. If you're stranded but there's a suitable alternative itinerary on another carrier, UA will claim you can't be booked over and hope you believe it. If things go south in Europe, UA hopes you don't know to invoke Reg 261/2004.

UA is always playing chess against you. Nothing is volunteered. Everyone knows this.
Couldn't agree more. How many times have we all been there? Happens _all_the_time_.
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Old Apr 19, 17, 5:04 pm
  #6287  
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Originally Posted by halls120 View Post
A friend of mine whose job puts him in frequent contact with senior management of all US airlines told me the other day that no one in the industry is gloating at United's expense. One very senior exec told him "this isn't just bad for United, it's bad for all of us."
Of course it is. They are all going to change their VDB/IDB plans.
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Old Apr 19, 17, 5:25 pm
  #6288  
 
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Oscar ruined the trust between passengers and all airlines

Originally Posted by halls120 View Post
One very senior exec told him "this isn't just bad for United, it's bad for all of us."
I really think the situation would not be so catastrophic if Oscar didn't make those inappropriate comments. He let us all realize that how little he (or most of UA employees) cares for customers. He never specifically apologies for calling Dr. Dao disruptive and belligerent. He accused a paid customer before getting all facts. He announced no one is considered to be fired even though the internal investigation will not be completed till the end of the month. Basically, he is very fast at attacking customers and very slow at giving us the truth. Accusing a customer is not a system failure. That is setting up a bad example to all United FA and GA, and telling them it is okay to bully customer. Especially, Oscar is telling all United employee that no one will ever be fired insulting/attaching customers as long as you are helping United to gain profit.
I don't know is United the worst airline in US or not, but it is not hard to convince someone that you can get a better service from other airlines.
I do not understand what the United board does not issue a "true" apology for what Oscar did/said.
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Old Apr 19, 17, 6:09 pm
  #6289  
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Originally Posted by FrequentUnitedFlyer View Post
I really think the situation would not be so catastrophic if Oscar didn't make those inappropriate comments. He let us all realize that how little he (or most of UA employees) cares for customers. He never specifically apologies for calling Dr. Dao disruptive and belligerent. He accused a paid customer before getting all facts. He announced no one is considered to be fired even though the internal investigation will not be completed till the end of the month. Basically, he is very fast at attacking customers and very slow at giving us the truth. Accusing a customer is not a system failure. That is setting up a bad example to all United FA and GA, and telling them it is okay to bully customer. Especially, Oscar is telling all United employee that no one will ever be fired insulting/attaching customers as long as you are helping United to gain profit.
I don't know is United the worst airline in US or not, but it is not hard to convince someone that you can get a better service from other airlines.
I do not understand what the United board does not issue a "true" apology for what Oscar did/said.


I have to agree with you on this. And I am surprised, after this, he still has a job.

I really would like to know the names of the GA who were responsible for this and for their faces to be shown to the world...the world deserves to know who these people are by name and face so we can see true evil.
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Old Apr 19, 17, 6:25 pm
  #6290  
 
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Originally Posted by wolf72 View Post
I have to agree with you on this. And I am surprised, after this, he still has a job.

I really would like to know the names of the GA who were responsible for this and for their faces to be shown to the world...the world deserves to know who these people are by name and face so we can see true evil.
I have been very upset and disappointed with UA over this incident. But I still think Oscar is a good leader and can turn around the issue of poor employee relations which has created poor customer-employee interactions. So I hope he stays. As for the GA, it is hard to know how much this was an issue of a bad employee or an issue of a poorly trained and poorly equipped employee. By equipped, I mean rules, procedures and flexibility that is provided to the GA. I have seen my share of nasty, power tripping GA's in my time, but I don't think anyone can say for sure how bad this GA was. But I think time will give us that answer, and then we can vilify him/her as appropriate. Just not now.
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Old Apr 19, 17, 6:25 pm
  #6291  
 
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Originally Posted by wolf72 View Post
I have to agree with you on this. And I am surprised, after this, he still has a job.

I really would like to know the names of the GA who were responsible for this and for their faces to be shown to the world...the world deserves to know who these people are by name and face so we can see true evil.
That seems silly given these GAs behaved the exact same way every GA at UAL behaves. The only difference is the passenger didn't comply.
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Old Apr 19, 17, 6:30 pm
  #6292  
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I need more popcorn. The speculations are running rampant.
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Old Apr 19, 17, 6:38 pm
  #6293  
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Originally Posted by FrequentUnitedFlyer View Post
I really think the situation would not be so catastrophic if Oscar didn't make those inappropriate comments. He let us all realize that how little he (or most of UA employees) cares for customers. He never specifically apologies for calling Dr. Dao disruptive and belligerent. He accused a paid customer before getting all facts. He announced no one is considered to be fired even though the internal investigation will not be completed till the end of the month. Basically, he is very fast at attacking customers and very slow at giving us the truth. Accusing a customer is not a system failure. That is setting up a bad example to all United FA and GA, and telling them it is okay to bully customer. Especially, Oscar is telling all United employee that no one will ever be fired insulting/attaching customers as long as you are helping United to gain profit.
I don't know is United the worst airline in US or not, but it is not hard to convince someone that you can get a better service from other airlines.
I do not understand what the United board does not issue a "true" apology for what Oscar did/said.
i think his logic in those inappropriate things was this:

-new ceo comes in because employees had very little respect for past ceo.
-new ceo engages employees, sees first hand that ceo needs to directly engage with employees
-take the fred smith/fedex approach: "if you take care of employees, they will take care of everything else"
-employees follow sop, things go really wrong, people freak out against united
-ceo, trying to keep boosting morale, "takes care of employees" by saying he has their back in this situation.
-only that this situation could have been avoided if the company gave more tools to their employees disposal

here we are

it's a tough spot to be in: employees hate your predecessor, customers hate your company no matter who is running it, and the iah customers miss co
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Old Apr 19, 17, 6:42 pm
  #6294  
 
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Originally Posted by DrPSB View Post
I was speaking with a friend of mine about this case, and he told me a few months ago he was denied boarding because of a weight and balance issue. He was not offered anything in the way of compensation by the gate agent, and when he insisted he should get something a supervisor was called who gave him a voucher for United. I suspect that investigation is going to show that gate agents have been prompted to not disclose the actual compensation required for IDB, and instead have been directed to push these vouchers.

Should be interesting.

I'm also interested in seeing how a suit is settled with the airport police, because if airlines can no longer leverage the threat of physical force to have passengers cave in to the offers, that will completely take away their ability to force passengers to disembark due to situations such as these.

http://www.seattletimes.com/life/tra...h-go-for-cash/

Above is an article discussing problems with the actual value of these vouchers.
How large was the plane? Depending on the size of the aircraft, a weight and balance issue may be exempt form DB coverage.
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Old Apr 19, 17, 6:45 pm
  #6295  
cur
 
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here's a pr consultant's take on this, probably nothing new. but at least some iah-esque nostalgia of co

http://www.houstonpublicmedia.org/ar...-pr-nightmare/
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Old Apr 19, 17, 7:03 pm
  #6296  
 
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Interesting commentary by AA 777 pilot Les Abend (editor of Flying Magazine and CNN aviation analyst) Far better and more factual than the viral letter by "A pilot's wife".

Worth a read, even if you disagree with his views. http://www.cnn.com/2017/04/19/opinio...end/index.html
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Old Apr 19, 17, 7:05 pm
  #6297  
 
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Originally Posted by FrequentUnitedFlyer View Post
I really think the situation would not be so catastrophic if Oscar didn't make those inappropriate comments. He let us all realize that how little he (or most of UA employees) cares for customers. He never specifically apologies for calling Dr. Dao disruptive and belligerent. He accused a paid customer before getting all facts. He announced no one is considered to be fired even though the internal investigation will not be completed till the end of the month. Basically, he is very fast at attacking customers and very slow at giving us the truth. Accusing a customer is not a system failure. That is setting up a bad example to all United FA and GA, and telling them it is okay to bully customer. Especially, Oscar is telling all United employee that no one will ever be fired insulting/attaching customers as long as you are helping United to gain profit.
I don't know is United the worst airline in US or not, but it is not hard to convince someone that you can get a better service from other airlines.
I do not understand what the United board does not issue a "true" apology for what Oscar did/said.
The "no one is getting fired statement" is pretty standard in aviation and other industries when dealing with major system failures and safety integrations. The principle is to determine the root cause of the program and you will never get to that if people are hiding information out of fear of being fired.

The issue is after all is said and done do you have the correct people with correct attitude to do the job once the system is fixed. I don't know.
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Old Apr 19, 17, 7:13 pm
  #6298  
 
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Originally Posted by wolf72 View Post
I have to agree with you on this. And I am surprised, after this, he still has a job.

I really would like to know the names of the GA who were responsible for this and for their faces to be shown to the world...the world deserves to know who these people are by name and face so we can see true evil.
I'm surprised that the pax on that flight haven't put their photos all over social media already.
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Old Apr 19, 17, 7:17 pm
  #6299  
cur
 
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Originally Posted by wolf72 View Post
the world deserves to know who these people are by name and face so we can see true evil.
woah simmer down
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Old Apr 19, 17, 7:27 pm
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Originally Posted by wolf72 View Post
I have to agree with you on this. And I am surprised, after this, he still has a job.

I really would like to know the names of the GA who were responsible for this and for their faces to be shown to the world...the world deserves to know who these people are by name and face so we can see true evil.
Honest question: do you actually believe the GAs (who by the way did not lay a hand on Dr. Dao) fit the definition of "true evil"? Seems like an incredibly low bar if so.

Last edited by HoyaSFOIAD; Apr 19, 17 at 7:35 pm
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