United Airlines changes policy following backlash after forcibly removing passenger

Published on : Monday, April 17, 2017

United AirlinesUnited Airlines, which faced intense backlash over violently dragging off a passenger due to flight being overbooked, has again made another policy change aimed at preventing such incident.

 

The airline said it would ensure that off-duty crew travelling on its aircraft were allocated seats at least one hour before departure to avoid customers being turfed off flights after boarding.

 

United Airlines said the move was aimed at improving its customer services.

 

The incident involving Dr Dao caused outrage and widespread condemnation of the airline after shocking footage was shared and watched by millions of people online.

 

Dao’s lawyer, Thomas Demetrio, said United added insult to injury by also losing his client’s luggage.

 

The airline said the change to its employee booking policy was an initial step as it reviewed policies to “deliver the best customer experience”.

 

The board of United Continental said the company had to devise policies to win back customer trust and apologised to Dao and his family.

 

Days later Mr Munoz, who was facing calls to resign from online petitions that had received thousands of signatures, said he felt “shame and embarrassment” and vowed that it would never happen again.

 

The airline offered compensation to all customers on board last Sunday’s United Flight 3411.

 

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