United Customers

Some people have issues with the airline.

On the evening of April 9, 2017, a revenue passenger was forcibly removed by law enforcement from United Airlines flight 3411 at Chicago-O’Hare, bound for Louisville. United announced that it needed four seats for airline staff on the sold-out flight. When no passengers volunteered after being offered vouchers worth $800, United staff selected four passengers to leave. Three of them did so, but the fourth, a doctor named David Dao, declined as he said that he had patients to treat the following morning. He was pulled from his seat by Chicago Department of Aviation security officers and dragged by his arms down the aisle. Dao sustained a concussion, broken teeth, a broken nose, and other injuries. The incident was captured on smartphone cameras and posted on social media, triggering an angry public backlash. Afterwards, United’s chief executive officer, Oscar Munoz, described Dao as “disruptive and belligerent”, apologized for “re-accommodating” the paying customers, and defended and praised staff for “following established procedures”. He was widely criticized as “tone-deaf”. Munoz later issued a second statement calling what happened a “truly horrific event” and accepting “full responsibility” for it. After a lawsuit, Dao reached an undisclosed settlement with United and airport police. In the aftermath, United’s board of directors decided that Munoz would not become its chairman and that executive compensation would be tied to customer satisfaction. Following this incident, passenger complaints increased by 70 percent.

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