United Airlines is cutting back on overbooking and has bumped
its cap for denied-boarding compensation to $10,000. The changes follow its
review of an incident this month in which a passenger was forcibly removed from
a flight.
They are part of a series of "concrete and meaningful
actions that will avoid putting our customers, employees and partners into
impossible situations," United said. The report from United's investigation
detailed the failures that contributed to the widely
publicized incident. Among those factors were offering insufficient
compensation and rebooking crews at the last minute.
"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," United CEO Oscar 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."
The compensation increase, which takes effect April 28,
matches what Delta
announced after the United incident. By June, United plans to have a
"customer solutions team" that can identify alternative travel means
for passengers and crews when needed, including flights from nearby airports
and ground transportation options. Later this year, it will equip flight
attendants and gate agents with an app through which they can provide
passengers with mileage, flight credit or other forms of compensation.
In terms of overbooking flights, United is reducing the
practice on flights that historically have had fewer volunteers to give up
their seats, especially those on smaller aircraft and those that are the last
of the day to a particular destination. Additionally, travelers already on
board will never have to give up their seats unless it is a matter of safety
and security, according to United. Later this year, United plans to launch a check-in
process at kiosks and via its app that gauges customers' interest in giving up
their seats.
United also announced an upcoming change in compensation for
permanently lost bags. In June, it plans to begin a "no-questions-asked policy"
in which customers are automatically paid $1,500 for a bag. Claims above that
will require documentation.
United
previously announced that crews that need to fly elsewhere to work must book at
least an hour in advance and that United will ask law enforcement to remove
passengers only in matters of safety and security.