TRANSPORTATION: AIRLINES: NAMED AIRLINES: UNITED AIRLINES : TRANSPORTATION: AIRLINES: OVERBOOKING : POLICE BRUTALITY : CRIME AND CRIMINALS: ASSAULT : CUSTOMER RELATIONS : PUBLIC RELATIONS : LEGAL ISSUES: United Airlines’ Brand Takes a Beating after Bumped Passenger Dragged off Plane

 

 

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TRANSPORTATION: AIRLINES: NAMED AIRLINES: UNITED AIRLINES :

TRANSPORTATION: AIRLINES: OVERBOOKING :

POLICE BRUTALITY :

CRIME AND CRIMINALS: ASSAULT :

CUSTOMER RELATIONS :

PUBLIC RELATIONS :

LEGAL ISSUES:

United Airlines’ Brand Takes a Beating
after Bumped Passenger Dragged off Plane

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United Airlines’ Brand Takes a Beating
after Bumped Passenger Dragged off Plane

Ally Marotti and Lauren Zumbach

April 11, 2017

Chicago Tribune

http://www.chicagotribune.com/business/ ct-united-drags-passenger-0411-biz-20170410-story.html

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A shorter URL for the above link:

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http://tinyurl.com/k83nuj8

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“FLY THE FRIENDLY SKYS OF POLICE BRUTALTIY”

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A 30-second video of a United Airlines passenger being dragged from his seat and bloodied on an overbooked Sunday flight at O’Hare International Airport racked up more than 6 million views Monday and sparked plenty of outrage.

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For United, the video threatened to unravel more than a year of work by CEO Oscar Munoz to rebuild the airline’s battered customer service reputation  and prompted questions about why United didn’t try harder to fix the situation rather than apologizing afterward for having to “reaccommodate” passengers.

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It was also the second time in two weeks that Chicago-based United took a beating on social media, having previously been chastised for not allowing two teens wearing leggings  a violation of a dress code for employees and guests traveling on the company’s dime  to board.

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For the flying public, the episode served as a stark reminder that a seat isn’t guaranteed until a flight is airborne. Almost half a million passengers on major U.S. airlines got bumped last year, but most of them volunteered to lose their seats in return for credits for future flights.

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The aviation security officer who pulled the man from his seat was placed on leave Monday, “pending a thorough review of the situation,” the Chicago Department of Aviation said in a statement. “The incident on United Flight 3411 was not in accordance with our standard operating procedure, and the actions are obviously not condoned by the department,” the statement read.

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snip

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The damage this incident has caused to United’s reputation may be irreversible, at least for some consumers, said Matt Rizzetta, CEO of New York-based public relations firm North 6th Agency.

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Tyler Bridges, a passenger on the flight, said he’d think twice before booking with the airline again. Bridges and his wife were waiting at the gate for their flight home to Louisville when United asked for volunteers to take a later flight, offering $400 and a hotel stay. Once passengers boarded, he said United increased the offer to $800, but still no one volunteered.

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Bridges said passengers were then told a computer would select four passengers to leave the aircraft. United said Monday evening it offered as much as $1,000 to passengers who were told to leave the aircraft.

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When the man who was ultimately removed was selected, he protested, saying he was a doctor who needed to see patients Monday morning, according to Bridges. After security personnel came and spoke with him, he still refused, Bridges said.

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“It was clear he wasn’t going to come off unless they were to drag him off,” Bridges said. “He was resisting any way he could. He was flailing his arms a little bit and yelling.”

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Monday night, the airline called him “disruptive and belligerent.”

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Bridges’ wife, Audra, posted a video of the incident on Facebook, which was shared more than 87,000 times and viewed 6.8 million times by 6 p.m. Monday.

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The complete article may be read at the URL above.

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Sincerely,
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