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United Overhauls Policies Following Review of Forcibly Removed Passenger

By Michael B. Baker / April 27, 2017 / Contact Reporter
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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.

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