losangelesnewstoday.com May 21, 2018

United Reaches Agreement With Passenger Dragged Off Plane

30 April 2017, 12:02 | Maryann Sutton

How United selects passengers for involuntary bumping

How United selects passengers for involuntary bumping

United reached a settlement with Dao for an undisclosed amount, Dao's attorneys said Thursday.

He didn't disclose the sum, which should "remain confidential" as agreed by the two sides. His lawyer says he lost teeth and suffered a broken nose and a concussion.

United's statement refers to "the unfortunate incident", and promises in the future it will "put our customers at the center of everything we do".

Munoz "said he was going to do the right thing, and he has", attorney Thomas Demetrio said in a brief statement.

United will "empower its personnel to make decisions and find solutions that make sense for both customers and employees", Munoz said in a letter to senators Wednesday that was sent in response to inquiries about the unusual removal. Among them is a new customer service team to find "creative solutions" for passengers whose flights are disrupted or overbooked - solutions such as flying to alternate airports and using ground transportation. After no one volunteered to leave the flight in order to make room for commuting employees, the company randomly selected passenger Dr. David Dao to be removed with compensation.

The United incident has caused a thorough review of overselling protocols at every carrier that does it.

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Beth Harbin, a Southwest spokeswoman, said Thursday that with better forecasting tools and a new reservations system coming online next month the airline will no longer have a need to overbook flights.

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The uproar may have cost Mr. Munoz a planned promotion to the role of chairman of the company that runs United Airlines.

United said on Thursday it would offer passengers who give up their seats up to US$10,000, reduce the practice of overbooking flights and repeated it would no longer call on law enforcement officers to deny ticketed passengers their seats.

In the immediate aftermath of the dragging incident - captured on video that was viewed by millions of people around the world - Delta announced that it too was increasing compensation for passengers who volunteer to give up their seats.

"While I understand that overbooking flights is a part of the airlines' internal business model, it can not be a part of the passenger experience", Chu said in a statement. Then Dao is seen being dragged by his arms down the aisle of the plane as other passengers watch in horror.

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