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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 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 Jun 21, 17, 12:25 pm
  #6751  
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Originally Posted by CHOPCHOP767 View Post
Well, the good doctor did not receive a life-time ban from UA, probably part of the settlement. How do I know this? He was yelling at the GA this morning in ORD on our flight to YVR claiming that he does not need to show a passport to board the plane. Flight left on time. Still, I was hoping he would be in a middle seat in Y, but no, he's in the same F cabin as myself.
...and if he had a NEXUS card, which you probably would not be aware of, then he was 100% correct - he did NOT need to show a passport to board the plane. Too quick to judge without knowing all the information.
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Old Jun 21, 17, 1:16 pm
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Originally Posted by bocastephen View Post
...and if he had a NEXUS card, which you probably would not be aware of, then he was 100% correct - he did NOT need to show a passport to board the plane. Too quick to judge without knowing all the information.
But he would need to show the Nexus card.
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Old Jun 21, 17, 1:46 pm
  #6753  
 
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Originally Posted by seenitall View Post
Unless he was arguing that his NEXUS card sufficed, one most definitely does need a passport to go from ORD to YVR. I do hope the GA persisted and won this argument.
His KY case was circa 2005. And when did NEXUS come about? And how many renewals would there have been? I seriously do not think he's NEXUS.
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Old Jun 21, 17, 1:49 pm
  #6754  
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Originally Posted by fastair View Post
But he would need to show the Nexus card.
Yes, of course, but the OP claimed he was complaining about being asked to show his passport - so we do not know if he had, or showed the GA a Nexus card. Based on reports of some agents' lack of training or understanding of "outside the box" policies such as China TWOV and Canada/US Nexus, it would not surprise me if the agent refused to accept the Nexus card and insisted on a passport, and if so, the agent would clearly be 100% wrong. OTOH, if Dr Dao had neither a passport nor a Nexus card, then he would be wrong - but since he was apparently on board sitting in F, we can only assume he either had a Nexus card and another agent or supervisor intervened to follow policy, or he finally dug his passport out to show the agent. Also, since he was sitting in F, I would hazard a not-so-wild guess that his settlement package included unlimited worldwide positive space premium cabin travel for the duration of his life and his immediate family.

I believe there was a thread or post some time ago where the UA contractor agents in YYZ refused to accept Nexus for check-in and caused a big kerfuffle, so it's not a new problem.
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Old Jun 21, 17, 2:38 pm
  #6755  
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Originally Posted by bocastephen View Post
I believe there was a thread or post some time ago where the UA contractor agents in YYZ refused to accept Nexus for check-in and caused a big kerfuffle, so it's not a new problem.
Its been going on for ages and not just UA. AC is usually good with this now, but not always. US airlines in general don't accept it (and I don't believe PD does for transborder flights, either). UA check-in agents at YYZ, including prior to their outsourcing, so the actual UA-employed ones didn't accept them, either (and I flew out of there monthly for a long time and knew a lot of them by name). It's just much easier to use a passport for ID for the airline, and I wouldn't assume they would let you fly, depending on agent, with just a Nexus card.

Its also important to note, that while Canada may accept Nexus as valid for entry or as proper ID to board a flight into the country, airlines can still have their own requirements different than the ones that Canada (or the US, though in this case, its definitely Canada) requires. Also, at least for a while, and not sure if its different now now, Canada allowed the use of a Nexus card for entry only at the automated Nexus machines, meaning that if the machines weren't working and had to see an agent, or one got sent to secondary, technically, a Nexus card on its own may not be enough. This is another reason why the airlines may be more strict.
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Old Jun 21, 17, 2:42 pm
  #6756  
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Originally Posted by CHOPCHOP767 View Post
Well, the good doctor did not receive a life-time ban from UA, probably part of the settlement. How do I know this? He was yelling at the GA this morning in ORD on our flight to YVR claiming that he does not need to show a passport to board the plane. Flight left on time. Still, I was hoping he would be in a middle seat in Y, but no, he's in the same F cabin as myself.
Originally Posted by seenitall View Post
Unless he was arguing that his NEXUS card sufficed, one most definitely does need a passport to go from ORD to YVR. I do hope the GA persisted and won this argument.
Was he protesting a document re-check? Since that guy managed to get to Australia without permission every international flight I've taken has checked docs at the gate.
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Old Jun 21, 17, 2:50 pm
  #6757  
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Originally Posted by Loren Pechtel View Post
Was he protesting a document re-check? Since that guy managed to get to Australia without permission every international flight I've taken has checked docs at the gate.
Especially Canada, where this has been SOP for like 15 years on any carrier flying any international flight. Canada requires docs get checked at boarding on all flights to/from Canada.
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Old Jun 21, 17, 3:00 pm
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Originally Posted by emcampbe View Post
Its been going on for ages and not just UA. AC is usually good with this now, but not always. US airlines in general don't accept it (and I don't believe PD does for transborder flights, either). UA check-in agents at YYZ, including prior to their outsourcing, so the actual UA-employed ones didn't accept them, either (and I flew out of there monthly for a long time and knew a lot of them by name). It's just much easier to use a passport for ID for the airline, and I wouldn't assume they would let you fly, depending on agent, with just a Nexus card.

Its also important to note, that while Canada may accept Nexus as valid for entry or as proper ID to board a flight into the country, airlines can still have their own requirements different than the ones that Canada (or the US, though in this case, its definitely Canada) requires. Also, at least for a while, and not sure if its different now now, Canada allowed the use of a Nexus card for entry only at the automated Nexus machines, meaning that if the machines weren't working and had to see an agent, or one got sent to secondary, technically, a Nexus card on its own may not be enough. This is another reason why the airlines may be more strict.
nexus is fine for UA, I believe it is limited to the destinations (it may vary, this is off the top of my head, I know it's limited to some, not all CAD airports) where there is a preclear when returning. My guess is there is a 1:1 correlation to those being the ones with Nexus readers. For examples, when UA flew from ORD to Regina and Saskatoon nonstop, I don't believe a Nexus was sufficient
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Old Jun 21, 17, 4:15 pm
  #6759  
 
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Originally Posted by CHOPCHOP767 View Post
Well, the good doctor did not receive a life-time ban from UA, probably part of the settlement. How do I know this? He was yelling at the GA this morning in ORD on our flight to YVR claiming that he does not need to show a passport to board the plane. Flight left on time. Still, I was hoping he would be in a middle seat in Y, but no, he's in the same F cabin as myself.
-------
Seriously, it was Dr. Dao again ? I guess he has a lifetime "pass" to be angry at United, raise his voice and just overall object to anything he wants to object to. He need only (literally) remind every UA employee DYKWIA and they'll be shaking in their boots as they grant his every wish.
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Old Jun 21, 17, 6:30 pm
  #6760  
 
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Originally Posted by CHOPCHOP767 View Post
Still, I was hoping he would be in a middle seat in Y, but no, he's in the same F cabin as myself.
YVR? That'd be officially J (business), right?
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Old Jun 21, 17, 7:27 pm
  #6761  
 
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Originally Posted by Loren Pechtel View Post
Was he protesting a document re-check? Since that guy managed to get to Australia without permission every international flight I've taken has checked docs at the gate.
Sorry for the delay in response; meetings all day.

So, this all went down in the boarding line. It was one of those moments were you stop and think, that person looks really familiar. You cannot place them right away, like Michael Jordan or J-LO, but they look familiar.

Anyways, we were standing in line and the gate agent was conducting the passport/document review. EVERYONE in line had their passports open with the ticket in the picture page. I missed the pre-board announcement, but in my recollection, the GAs always say, please have your passports ready for inspection. Dao protests, at the ticket reader, saying I've already show my passport three times. There was a supervisor, but I couldn't really see what happened, or if he had a nexus card.

Rather than hold up boarding, when it was my turn, I asked the GA, was that him, was it Dao? And he said, how can you tell? and then chuckled. I didn't inquire further because I didn't want to be the jerk who holds up the entire boarding process.

This was just a regular document check, that we all have to go through. It takes what, fifteen seconds to just pull out the passport and move it along. Dao was a total jerk about the whole thing. But again, fortunately, departure wasn't delayed by him, AGAIN.

Originally Posted by FlyingNone View Post
-------
Seriously, it was Dr. Dao again ? I guess he has a lifetime "pass" to be angry at United, raise his voice and just overall object to anything he wants to object to. He need only (literally) remind every UA employee DYKWIA and they'll be shaking in their boots as they grant his every wish.
Apparently, although I've heard the settlement was only a few hundred K. This was over a passport. Honestly, I fell asleep on the flight, so I cannot comment on his in cabin behavior.

Last edited by WineCountryUA; Jun 21, 17 at 8:12 pm Reason: merging consecutive posts by same member
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Old Jun 21, 17, 7:55 pm
  #6762  
 
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Perhaps part of his settlement was lifetime free flights in F. They gave that deal to Smisek when he was offloaded.
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Old Jun 22, 17, 5:18 am
  #6763  
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Originally Posted by CHOPCHOP767 View Post
Dao protests, at the ticket reader, saying I've already show my passport three times.
Yikes, dont want to be near him on the return - if he thinks three times is bad, wait until he tries to depart from YVR. Or eventually, somewhere like DEL/BOM, where they check and then re-check everything multiple times.
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Old Jun 22, 17, 7:27 am
  #6764  
 
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Argh. Please. Make him go away.
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Old Jul 12, 17, 7:26 pm
  #6765  
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Chicago’s $19 million-a-year force of 292 unarmed aviation police officers will survive a passenger-dragging fiasco, but only after their roles are diminished, their training is overhauled and the word “police” is stripped from their uniforms and vehicles.

That’s the bottom line of a review of the muddied state of O’Hare Airport security conducted by Aviation Commissioner Ginger Evans after aviation security officers dragged a bloodied and flailing Dr. David Dao off United Airlines Flight 3411 on April 9 for refusing to relinquish his seat for a United crew member.
http://chicago.suntimes.com/politics...agging-fiasco/
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