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United unveils 10 policy changes, will pay bumped passengers up to $10,000

Published: Thursday, April 27, 2017 @ 3:01 AM
By: Michelle Ewing, Cox Media Group National Content Desk

United Airlines has announced 10 policy changes after a video of passenger David Dao being dragged off a plane went viral earlier this month.

>> Man forcibly removed from flight after not voluntarily giving up seat

In what may be the biggest change, the airline will now offer travelers as much as $10,000 to relinquish their seats on overbooked flights, up from $1,350, according to Bloomberg.

>> United Airlines passengers describe scene as man dragged off flight

In a Thursday news release, the airline also pledged to take the following actions:

  • “Limit use of law enforcement to safety and security issues only.
  • “Not require customers seated on the plane to give up their seat involuntarily unless safety or security is at risk.
  • “Establish a customer solutions team to provide agents with creative solutions such as using nearby airports, other airlines or ground transportation to get customers to their final destination.
  • “Ensure crews are booked onto a flight at least 60 minutes prior to departure.
  • “Provide employees with additional annual training.
  • “Create an automated system for soliciting volunteers to change travel plans.
  • “Reduce the amount of overbooking.
  • “Empower employees to resolve customer service issues in the moment.
  • “Eliminate the red tape on permanently lost bags by adopting a 'no questions asked' policy on lost luggage.”

In a statement, United CEO Oscar Munoz apologized for the incident and said the airline is "taking concrete, meaningful action to make things right and ensure nothing like this ever happens again."

>> United Airlines changes policy after man dragged from plane

"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," Munoz said. "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."

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