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may / june 2017
Opening Lines
U
nited Airlines recently announced 10
substantial changes to how it flies,
serves, and respects its customers. The
changes are the result of United’s thorough
examination of its policies and procedures, and
commitment to take action, in the wake of the
forced removal of a customer aboard United
Express Flight 3411 on April 9.
United commits to:
n
Limit use of law enforcement to safety and
security issues only.
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Not require customers seated on the plane
to give up their seat involuntarily unless
safety or security is at risk.
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Increase customer compensation incentives
for voluntary denied boarding up to $10,000.
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Establish a customer solutions team to
provide agents with creative solutions
such as using nearby airports, other airlines
or ground transportations to get customers
to their final destination.
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Ensure crews are booked onto a flight at
United Airlines Announces 10 substantial
Changes to Improve Customer Experience
l
east 60 minutes prior to departure.
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Provide employees with
additional annual training.
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Create an automated system for
soliciting volunteers to change travel plans.
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Reduce the amount of overbooking.
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Empower employees to resolve
customer service issues in the moment.
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Eliminate the red tape on permanently lost
bags by adopting a “no questions asked”
policy on lost luggage.
While several of these policies are effective
oscar munoz
CEO
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 inter-
fered in doing what’s right. This is a turning point for all of us at United
and it signals a culture shift toward becoming a better, more custom-
er-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.