Last edit by: WineCountryUA
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Let’s have this discussion in a way that, when we look back on it, we can be proud of how we handled ourselves as a community.
The United Moderator team:
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l'etoile
Ocn Vw 1K
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WineCountryUA
N.B. PLEASE do not alter the contents of this moderator note
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.
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
- Passenger one row behind and on the aisle footage BEFORE man was dragged off https://www.liveleak.com/view?i=655_1492004707
- Videos of man being removed https://www.liveleak.com/view?i=4b7_1491983214 https://www.youtube.com/watch?v=0nAZEk6nsNE
- Video of man re-entering plane https://www.youtube.com/watch?v=HNEQDWpYbZA (link dead)
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
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.
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
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
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
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
- Chicago Aviation Department said on the Monday afternoon after the incident that the officer who had dragged the passenger off the plane had been placed on leave pending an investigation. Spokesperson Karen Pride said in an email that "The incident on United flight 3411 was not in accordance with our standard operating procedure and the actions of the aviation security officer are obviously not condoned by the Department."
- 4/12/17: Two more Chicago Aviation officers involved are suspended
- Muñoz does ABC interview, announcing United will no longer use law enforcement to remove passengers: https://www.youtube.com/watch?v=90jSUe_vdhM
- United announces policy change that crews traveling on their aircraft must be booked at least 60 minutes prior to departure.
- United releases multiple changes in overbooking / denied boarding policies "We are making changes to ensure that we always put customers first" (http://newsroom.united.com/2017-04-2...mer-Experience) released 27 April 2017
- Statement from United Airlines Regarding Resolution with Dr. David Dao - released 27 April 2017
- Response to Senate Commerce Committee questions - 1 May 2017
- United Airlines PR Boss to Step Down
- James Long, one of several officers involved in removing David Dao from the April 9, 2017, flight to make room for airline employees, filed suit on Tuesday against United, Chicago’s Department of Aviation and its commissioner, Ginger Evans. The lawsuit, filed in the circuit court of Cook County, Illinois, alleges he was not properly trained on how to use force.
Poll: Your Opinion of United Airlines
Poll link: https://www.surveymonkey.com/r/KP68GYG
Results link: https://www.surveymonkey.com/results...Q6B2B/instant/
Reference MaterialResults link: https://www.surveymonkey.com/results...Q6B2B/instant/
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.aspxIf 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.
Man pulled off of overbooked flight UA3411 (ORD-SDF) 9 Apr 2017 {Settlement reached}
#1486
Join Date: Oct 2014
Posts: 80
You're absolutely wrong. Given how they prioritize in reverse order of fare, there is strong optionality embedded in such "cheapest" fares that United has just demonstrated they will exercise at all cost. That has to be priced in. When all is said and done, this will be the rational update of belief, not merely an emotional response.
#1487
Join Date: Jun 2013
Posts: 71
Once again people need to learn to choose their battles wisely. Take for example those people who decide to lie down in the middle of the freeway. Would it be illegal for someone to run them over? Yes, but what do you care if you're the guy getting run over and you're dead?
I dont understand why cops grabbed him like that. The cops should have told the gate agents, sorry, but we cant legally touch him since he has a valid ticket and he is doing nothing wrong. The cops should have said if you want someone to 'volunteer' then start offering more money to get someone to volunteer.
#1488
Join Date: Sep 2009
Location: Global
Posts: 5,998
I'm honestly flabbergasted at Oscar's letter to employees and response to the situation. In a large organization, a minority of bad employees will always cause issues. For management to come out and support employees who clearly have made mistakes, and cast blame on the passenger, is just tawdry and shameful. I literally just burned most of my remaining miles on a UA flight on Sunday, and will fly United as little as possible moving forward.
I'm starting to miss Jeff Smisek.
I think Munoz crossed the line when he called pax "belligerent" without an investigation first. Who knows if he was belligerent? Even the Chicago PD thought the cop acted wrong. (See http://wgntv.com/2017/04/10/video-sh...united-flight/ ).
I think Munoz crossed the line when he called pax "belligerent" without an investigation first. Who knows if he was belligerent? Even the Chicago PD thought the cop acted wrong. (See http://wgntv.com/2017/04/10/video-sh...united-flight/ ).
This is the law:
https://www.law.cornell.edu/uscode/text/49/46504
The law was broken, so the police came in and dealt with it.... not pretty, but they dealt with it.
https://www.law.cornell.edu/uscode/text/49/46504
The law was broken, so the police came in and dealt with it.... not pretty, but they dealt with it.
"An individual on an aircraft in the special aircraft jurisdiction of the United States who, by assaulting or intimidating a flight crew member or flight attendant of the aircraft, "
(red mine)
The gate agent decides who gets off the plane, not the crew. (Unless someone is doing something to get kicked off the flight. Not oversold.)
Do you need to (legally) comply with a gate agent?
Legally, it would seem no. The gate agent is neither flight crew or flight attendant. So the code does not apply.
Can you charge them with trespass? Yes. But, that is not what people are citing here. (Nor is UA)
It seems UA used the police to enforce their pecking order of who should be unboarded. (Not for any legal reason as noted above, but because UA decided they wanted to give the seat to someone else. Employees or not, UA decided they got more value from a seat after boarding.) That may cause the police pause in the future.
#1489
Join Date: Feb 2008
Location: SFO
Programs: Free agent, UA 1K, Bonvoy Gold
Posts: 353
As for us FTers, well we're much better at holding a grudge .
#1490
Join Date: Feb 2005
Posts: 825
Compensation for IDB situations should be required to be in cash, not in the form of airline "funny money."
#1491
Join Date: Apr 2011
Posts: 144
Its the gate agents job to do their job. When they are told they need to fit 4 employees on a flight to prevent cancellation and ripple effects through the system, they do what hey can to accommodate.
Everything that happened in this incident from the time the passenger was identified for de-boarding is wrong.
The fact that the deadheads were late to the party is dumb and shouldn't have happened.
But as others have said repeatedly, United is a business. They made what seemed at the time to be a strictly better business decision. De-plane 4 passengers to avoid hundreds of others being delayed or cancelled. You have to be very dense to not agree that this was the best business decision with the information they had at the time, and removing infinitely increasing VDB offers from the equation.
Don't forget, 3 of the 4 passengers de-planed without incident and took their compensation. This happens every. single. day.
if it were up to me, Airlines wouldn't be allowed to overbook. But they do because they do the economic math. They know that sometimes they will be forced to kick someone off because they don't have enough seats. But most of the time, overselling a flight helps ensure its as close to full as possible.
To suggest that they could have predicted this would become a social media backlash incident is beyond beyond beyond ridiculous. There is nothing anyone would have done prior to the incident actually unfolding that would have led them to change their economic formula by factoring in a potential for social media backlash.
This happens every day. People get bumped. Every day. None of it ends up on youtube.
If i was bumped, I'd be pissed too. But most people don't stand up to the FAA / Airport Security / Flight crew the way this guy did. United ends up the goat and deservedly so.
But all the talk about them hiring a car for the employees or chartering a flight or offering thousands of dollars in VDBs - or any of this other junk - while in hindsight would have been better for United, would never have been remotely considered without the magic-crystal-ball foresight of the actions of both the passenger and the airport security being known.
#1492
Join Date: Oct 2014
Posts: 80
The guy did not start a fight or choose a battle. It looks like to me that he was sitting peacefully and legally in his ticketed seat that he paid for.
I dont understand why cops grabbed him like that. The cops should have told the gate agents, sorry, but we cant legally touch him since he has a valid ticket and he is doing nothing wrong. The cops should have said if you want someone to 'volunteer' then start offering more money to get someone to volunteer.
I dont understand why cops grabbed him like that. The cops should have told the gate agents, sorry, but we cant legally touch him since he has a valid ticket and he is doing nothing wrong. The cops should have said if you want someone to 'volunteer' then start offering more money to get someone to volunteer.
Last edited by WineCountryUA; Apr 10, 2017 at 8:48 pm Reason: Using symbols, spaces or other methods to mask vulgarities is not allowed.
#1493
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,211
#1494
Join Date: Mar 2004
Location: San Diego, CA
Programs: AA ex-EXP, 2MM (ex DL, ex TWA)
Posts: 1,429
Why should UA offer $1,500 for a VDB when they know they could IDB someone for 400% of their U, L, or T fare? Imagine if this guy was on one of those for $80 each way. They would only be on the hook for $320 in cash.
Maybe we should refocus our energy towards DOT and have them change the rules so that it's mandatory that VDB bid offers have to reach a $1,500-$3,000 per passenger (based on flight length) before IDB procedures can be commenced?
UA is a business, not a charity.
EDIT: Remember that if they eventually offer up to $1,500 for VDB, then EVERYONE who agreed to VDB (even at a lower offer of $400) then gets the $1,500 amount. Basically if you VDB, you get compensated in the amount that's equal to the highest compensation by any of the other VDB'd passengers on the flight.
Maybe we should refocus our energy towards DOT and have them change the rules so that it's mandatory that VDB bid offers have to reach a $1,500-$3,000 per passenger (based on flight length) before IDB procedures can be commenced?
UA is a business, not a charity.
EDIT: Remember that if they eventually offer up to $1,500 for VDB, then EVERYONE who agreed to VDB (even at a lower offer of $400) then gets the $1,500 amount. Basically if you VDB, you get compensated in the amount that's equal to the highest compensation by any of the other VDB'd passengers on the flight.
#1495
Join Date: Sep 2013
Posts: 401
The guy did not start a fight or choose a battle. It looks like to me that he was sitting peacefully and legally in his ticketed seat that he paid for.
I dont understand why cops grabbed him like that. The cops should have told the gate agents, sorry, but we cant legally touch him since he has a valid ticket and he is doing nothing wrong. The cops should have said if you want someone to 'volunteer' then start offering more money to get someone to volunteer.
I dont understand why cops grabbed him like that. The cops should have told the gate agents, sorry, but we cant legally touch him since he has a valid ticket and he is doing nothing wrong. The cops should have said if you want someone to 'volunteer' then start offering more money to get someone to volunteer.
You don't understand why cops grabbed him like that? He was ordered off. Think about a bar: if they ask you to leave and you refuse, the bouncers will probably come and try to ask you nicely, then forcefully to leave. If you still won't get up out of that bar stool, they'll tell the cop at the door to come in and remove you. Most likely the cop will then ask you to leave or else he'll arrest you for trespassing. If you still don't leave, he'll drag you out and throw the cuffs on you.
What if the GA even printed another ticket for the Pilot that was trying to deadhead for the same seat as the doctor's? Both of them would be removed to have it sorted out, right? The passenger was flat out wrong to resist.
#1496
Join Date: Jul 2005
Programs: SQ *Gold
Posts: 871
I don't have anything new to add but this whole incident made my blood boil such that I feel the need to say my two cents. This was appalling. United staff at the airport handled this very poorly, the aviation police handled this extremely poorly and now United management is handling the response even worse. It is symptomatic of some deep problems in our country ranging from a sub-par airline industry that has long ago lost any sense of customer service to an over-reliance on policing and physical force to resolve basic inter-personal issues.
Will this incident actually affect UA's bottom line? Probably not in the short term. But, as incident after incident of poor customer service by US airlines reinforces a certain image and disgust among the public, they will find it awfully hard to convince elected officials to stand up for them when major policy decisions (ie. with regard market access to Middle Eastern carriers like Emirates) arise. It's precisely this sort of crap which makes me fly anything but United when I'm flying long-haul and makes me want Emirates, Asian carriers and others to increase their market share in the US. Every time UA management comes up with some argument about how unfair competition Emirates is, I can spit back an incident like this and say no, its about customer service, stupid.
Will this incident actually affect UA's bottom line? Probably not in the short term. But, as incident after incident of poor customer service by US airlines reinforces a certain image and disgust among the public, they will find it awfully hard to convince elected officials to stand up for them when major policy decisions (ie. with regard market access to Middle Eastern carriers like Emirates) arise. It's precisely this sort of crap which makes me fly anything but United when I'm flying long-haul and makes me want Emirates, Asian carriers and others to increase their market share in the US. Every time UA management comes up with some argument about how unfair competition Emirates is, I can spit back an incident like this and say no, its about customer service, stupid.
#1497
Join Date: Feb 2013
Location: China and Canada
Posts: 1,886
I never walk around with this kind of "stand my ground" attitude, and you know what, maybe that's why I have positive experiences with customer service day after day.
Nobody really wants to serve someone who they know would be more than happy to see them fired over some minor issue, and who will turn any kind of mix-up into a physical confrontation.
It's been a while since an F/A told me to get out of my seat. The last time, it was a mix-up, and you know what I did? I moved.
Life ain't about this stuff, man.
Nobody really wants to serve someone who they know would be more than happy to see them fired over some minor issue, and who will turn any kind of mix-up into a physical confrontation.
It's been a while since an F/A told me to get out of my seat. The last time, it was a mix-up, and you know what I did? I moved.
Life ain't about this stuff, man.
#1498
Join Date: Feb 2008
Location: SFO
Programs: Free agent, UA 1K, Bonvoy Gold
Posts: 353
Well it didn't take long, but my agency is getting our first batch of cancelation requests (all paid Biz) and now we need to update our customer list with a whole new batch of blacklist requests for United....and the list wasn't short to begin with.
The team will be up late moving people off UA and over to NH and LH for international, and we're running out of options for domestic flights on an airline that doesn't straight out suck.
Worse, there are rumors going around now (maybe the truth, who knows) the GA targeted Asian customers specifically for IDB - 3 of the 4 targeted were Asian, and only 1 non-Asian because she ran out of Asians to target. Needless to say, the PR nightmare on this has so many tentacles, it will be an ongoing exploding nightmare for days, if not longer.
The team will be up late moving people off UA and over to NH and LH for international, and we're running out of options for domestic flights on an airline that doesn't straight out suck.
Worse, there are rumors going around now (maybe the truth, who knows) the GA targeted Asian customers specifically for IDB - 3 of the 4 targeted were Asian, and only 1 non-Asian because she ran out of Asians to target. Needless to say, the PR nightmare on this has so many tentacles, it will be an ongoing exploding nightmare for days, if not longer.
#1500
Join Date: Mar 2015
Location: NYC (Primarily EWR)
Programs: UA 1K / *G, Marriott Bonvoy Gold; Avis PC
Posts: 9,005
Even before this incident, you'd be hard-pressed to get the impression that UA's Twitter feed had a fleeting clue about how the Internet works these days...