United Airlines: passengers to receive thousands to give up their seats

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United Airlines will pay up to $10,000 to passengers who choose to give up their seats on overbooked flights. This is one of ten new policies being introduced by the airline.

Ten new policies introduced

Ten new policies introduced
Markus Mainka/123RF

As part of ten new measures to be introduced by the carrier, United Airlines is to pay up to $10,000 to passengers that voluntarily give up their seats on overbooked flights. This is follows widespread public outrage after a passenger was forcibly dragged off an overbooked flight earlier this month.

Dr. David Lao, the passenger subject to such extreme measures, lost two front teeth and attained a broken nose during the incident. He was forcefully taken off flight 3411 on April 9 to make way for crew members.

The altercation was filmed on video and subsequently viewed on social media platforms worldwide. As a result of a 'thorough examination', United has changed its policies, with some coming into effect immediately, and others being rolled out throughout the coming year.

Its other modifications include limiting the use of law enforcement to safety and security concerns only, reducing the amount of overbooking, and ensuring that crew members are booked onto flights at least 60 minutes before take-off.

CEO Oscar Munoz said: "Every customer deserves to be treated with the highest levels of service and the deepest sense of dignity and respect.

"Two weeks ago, we failed to meet that standard and we profoundly apologise. However, actions speak louder than words. Today, we are taking concrete, meaningful action to make things right and ensure nothing like this ever happens again."

"Our review shows that many things went wrong that day, but the headline is clear: our policies got in the way of our values and procedures interfered in doing what's right."

"This is a turning point for all of us at United and it signals a culture shift toward becoming a better, more customer-focused airline. Our customers should be at the center of everything we do and these changes are just the beginning of how we will earn back their trust."

The carrier was heavily criticised on social media last month, when it refused to allow two girls to fly wearing leggings; deeming it unsuitable attire for the dress code of the ?employee and guest' pass on which they were to fly. This week has further tarnished United's reputation, as it has emerged that a giant rabbit being carried on one of its flights from Heathrow had died. An investigation is currently being carried out.

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Rosie Giorgi
Posted on 28/04/2017 101 shares
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