United Airlines Changes Policy On Crew Members Displacing Customers

American Airlines has said it won't remove a revenue passenger who is already on board to give a seat to another passenger. After several attempt to escort him off the plane, Dao was ripped from his seat and dragged down the aisle.

Those long-suffering passengers not only pay huge sums to fly someplace, they are expected to arrive at the gate well in advance of departure times just to undergo the indignity of a Transportation Security Administration checkpoint. Adding that the change is "one of our initial steps in a review of our policies in order to deliver the best customer experience". Schmerin confirmed the authenticity of the published email.

United has been struggling to contain the fallout from the controversial incident, which has sparked nationwide outrage and calls for congressional hearings.

Other airlines probably aren't insane about this, either, as it going to focus attention on passenger service and treatment industry wide. Delta's move comes as United Airlines struggles to recover from images of a passenger's forced removal from a sold-out flight. The three Chicago Police Department officers involved were suspended last week.

Representatives for United Airlines and the city's Law Department did not immediately respond to messages seeking comment on the agreement.

The video has been viewed millions of times worldwide, and caused a global uproar and grabbed headlines in multiple countries. The incident - and Munoz's muted response to it - also prompted global outrage, particularly from China, where public anger was fuelled by reports that the passenger was Asian. Munoz issued a more humbled apology the same day. United said on Friday it has to craft policies to win back customer trust. No one should ever be mistreated this way.

It's never too late to do the right thing.

United faced protests over the treatment of David Dao.

We'll communicate the results of our review and the actions we will take by April 30.

Like you, I was upset to see and hear about what happened last night aboard United Express Flight 3411 headed from Chicago to Louisville.

About the headline-making incident, which occurred on April 9, United had said a seat was needed for a commuting crewmember and no one had volunteered to leave the plane. He also said that Dr Dao was "disruptive and belligerent".

  • Zachary Reyes