United changes policy, crew can't displace seated passengers

While United is modifying its policy when it comes to booking its own crew, it didn't say if the policy of overbooking flights will be changed.

United is taking steps too.

Crew members will now have to check into flights an hour before take-off to avoid altercations about overbooking with passengers who have paid for their seats.

When the news of Dao's forced removal from the flight came out, shares in United Continental, the parent company of United Airlines, fell by almost four per cent. The airline raised its compensation limit by thousands of dollars, according to the Associated Press.

United's board said on Friday the company had to craft policies to win back customer trust and apologised to Dao and his family.

United Airlines has updated its policy to no longer allow crew members to displace passengers who are already seated on a plane. "Our focus is reviewing our policies so something like this doesn't happen again", said spokesman Jonathan Guerin. The airline would not disclose its current payment limit.

Schmerin said the airline is continuing a review process and will share "additional concrete actions we will take by April 30".

None would describe their limits on paying passengers.

NPR noted that Delta asks passengers individually at check-in if they would be willing to give up a seat.

The passenger was forcibly removed from the Louisville, Kentucky-bound United flight 3411 at Chicago O'Hare International Airport, reports CNN. The reputation of the airline was second from last on respondents' considerations, only scoring above whether there was business class availability on the airline. Now-viral videos of the incident show a man, his nose bloody and his glasses almost knocked off his face, being dragged by the arm across the aisle.

Eventually, United's chief executive, Oscar Munoz, apologized for the whole fiasco and promised it wouldn't happen again, but by that point, no one really wanted to hear it. The CEO has said he has no plans to resign.

"This is an upsetting event to all of us here at United".

The company has also raised compensation that supervisors on duty can offer to displaced passengers from US$1,350 to US$10,000. If Delta paid $9,950 to every person it bumped involuntarily a year ago, that would total $12 million.

Raising the limits "lets them solve some PR problems" and might head off U.S. Transportation Department regulations to curb overbooking, said another travel blogger, Gary Leff.

Even before United's treatment of Dao, it was ranked low on customer satisfaction compared to other airlines.

Law enforcement officials dragged Dr Dao off a flight departing from Chicago because it was fully booked, and the airline wanted seats for staff members.


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