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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 Oct 17, 17, 6:58 pm
  #6781  
 
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Originally Posted by enviroian View Post
it was Dao's lucky day. Ask me to get pulled off a flight and award me millions and I'll be the first to volunteer the public shaming.

Dude's a lucky SOB.
Agree, I've been 100% on UA's side on this one the entire time.
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Old Oct 17, 17, 7:13 pm
  #6782  
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Originally Posted by ExplorerWannabe View Post
when you watch it, the only violent movements were those coming from Dao.
What are you watching/talking about?
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Old Oct 17, 17, 7:18 pm
  #6783  
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Originally Posted by mduell View Post
What are you watching/talking about?
Many people were (still are?) confused over the sequence of events... believing the passenger voluntarily left the plane but then changed their mind and ran back on board, and only at that point were they forcibly removed. So many folk side with UA believing the passenger running back to the plane was a security breach and warranted the use of force.

This isn't supported by any video and the actual sequence shows the passenger sitting, not doing much, and refusing an unlawful request to leave... and then force being used.
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Old Oct 17, 17, 9:33 pm
  #6784  
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Originally Posted by mduell View Post
What are you watching/talking about?
Glad they got fired. Maybe a big payout by the city too, and the cops will be less likely to use force for customer service issues.
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Old Oct 17, 17, 9:42 pm
  #6785  
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Originally Posted by GadgetFreak View Post
Maybe a big payout by the city too, and the cops will be less likely to use force for customer service issues.
Or maybe not.

Demetrio said Dao does not plan to pursue a separate lawsuit against the city of Chicago or the officers employed by the Chicago Department of Aviation.

“No one else in the entire world is going to be sued by Dr. Dao,” said the attorney, who has been involved in several high-profile personal-injury settlements. “United has stepped up to the plate and hit a home run.”
http://www.latimes.com/business/la-f...427-story.html
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Old Oct 17, 17, 11:10 pm
  #6786  
 
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Originally Posted by LHR/MEL/Europe FF View Post
Many people were (still are?) confused over the sequence of events... believing the passenger voluntarily left the plane but then changed their mind and ran back on board, and only at that point were they forcibly removed. So many folk side with UA believing the passenger running back to the plane was a security breach and warranted the use of force.

This isn't supported by any video and the actual sequence shows the passenger sitting, not doing much, and refusing an unlawful request to leave... and then force being used.
Yeah ... not so much. He DID break away from security to reboard the aircraft but only after he'd been escorted off -- but prior to that, the video shows (to me anyway) that HE resisted violently when the officers attempted to lift him out of the seat.

They weren't swinging their arms or fists, they weren't attempting to slam him in the wall. From what I saw, they asked him to depart peacefully, he refused, they grabbed his arms to lift him out of the seat, and he went berzerk. He explained that reaction as PTSD and it may have been but HE was the one who went berzerk, not them.

I think United wishes they had upped the ante until someone chose to get off voluntarily (and I think they should have gone that route before doing involuntary deboarding) but who could predict he would go into hysterics the way he did? Yes, United could also have just said the plane wasn't going anywhere until he vacated the seat in an attempt to shame him off but they would have taken steep financial penalties for a late departure. Given the the information the flight crew had at the time and legal precedent, they took what they thought would be (and would have been apart from Dao's violent resistance) the most expeditious route to finishing the boarding process and getting the plane enroute to their destination.
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Old Oct 18, 17, 12:30 am
  #6787  
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Originally Posted by ExplorerWannabe View Post
... but who could predict he would go into hysterics the way he did?

... and legal precedent,
Isn't that the issue? UA didn't need to predict anything in this case because they had no lawful reason to remove the passenger. The gate agents may have thought they had some basis, but they're not legal practitioners. Police officers can use force in the course of their duties, but that force must be exercised within the law. From what I understand the security guys weren't police.

What legal precedent? There was none relating to the operation of the aircraft or the carriage of joining crew (there's no legal requirement for them to have been on the plane, other than UA policy). Just because airlines may have removed passengers from flights on other occasions in similar circumstances doesn't mean they exercised that power lawfully.
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Old Oct 18, 17, 10:47 am
  #6788  
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I don't know why he doesn't sue the city which employed those cops.

Or UA doesn't sue the city to recover some of the settlement they paid out.

Also the likelihood is that those airport cops will get other police or security jobs elsewhere.

Since they didn't cost their last employer millions, other employers won't care that these guys made a huge mistake and tried to lie about it.
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Old Oct 18, 17, 10:50 am
  #6789  
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Do we really need to rehash the whole incident? The only new news is about the security officers getting fired.
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Old Oct 18, 17, 11:00 am
  #6790  
 
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Originally Posted by wco81 View Post
Also the likelihood is that those airport cops will get other police or security jobs elsewhere.

Since they didn't cost their last employer millions, other employers won't care that these guys made a huge mistake and tried to lie about it.
Not only will they not care, they'll probably look at it favorably. Fit in seamlessly.
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Old Oct 18, 17, 4:11 pm
  #6791  
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Originally Posted by wco81 View Post
I don't know why he doesn't sue the city which employed those cops.
He's already sued the airline and received a settlement which is very likely several million dollars. The airline caved and settled because they are a business, and they don't want to deal with a lawsuit that would cause bad publicity and potentially cause loss of customers and increased government scrutiny. The city of Chicago doesn't have those concerns, and would be more likely to defend instead of settling.

Originally Posted by wco81 View Post
Or UA doesn't sue the city to recover some of the settlement they paid out.
I guess they could, but again, that would result in a lawsuit that would damage their reputation. If they wanted to fight a case in court, fighting Dr. Dao would have been much better than fighting the City of Chicago.

Originally Posted by wco81 View Post
Also the likelihood is that those airport cops will get other police or security jobs elsewhere.

Since they didn't cost their last employer millions, other employers won't care that these guys made a huge mistake and tried to lie about it.
I don't think they are qualified law enforcement, so they can't get police jobs. And frankly, I doubt anyone will hire them for another security job after this incident happened. Even though they didn't cost their employer money in this case, they have proven to lack judgment and use excessive force, and this story was big enough that security companies will notice and remember.
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Old Oct 18, 17, 7:03 pm
  #6792  
 
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Originally Posted by ExplorerWannabe View Post
I'm not a fan of "the Chicago way" but IMO Dao brought a lot of it on himself. It looked to me like the officers in question got a raw deal because of the dramatic footage that went viral but when you watch it, the only violent movements were those coming from Dao. It's kind of hard to hold on to someone going berzerk.
the officers didn’t get a raw deal at all. They were being idiots and knew they were being filmed and proceeded to show the whole world that they lacked the mental capacity to use good judgement.

There was so much that United could have done and yet they chose to be stubborn enough and go make a mountain out of a mole hill. Even if other pax filming is against the rules, once the videos hit YouTube, doesn’t matter if they’re breaking the rules or not. Anything is admissible evidence in the court of public opinion.
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Old Oct 18, 17, 10:08 pm
  #6793  
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Originally Posted by wco81 View Post
I don't know why he doesn't sue the city which employed those cops.

Or UA doesn't sue the city to recover some of the settlement they paid out.

Also the likelihood is that those airport cops will get other police or security jobs elsewhere.

Since they didn't cost their last employer millions, other employers won't care that these guys made a huge mistake and tried to lie about it.
Sue them for what? Dao went bezerk, not them.
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Old Oct 18, 17, 11:52 pm
  #6794  
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Sure that's why UA paid him and why these mooks got fired.

Blame the victim.
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Old Oct 19, 17, 5:39 am
  #6795  
 
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Originally Posted by Baze View Post
Do we really need to rehash the whole incident? The only new news is about the security officers getting fired.
You have to ask? This is FT after all.
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