CHICAGO, 28 April 2017: United Airlines set out to repair its image, Thursday, reaching an undisclosed settlement with the dragged passenger at the centre of a worldwide uproar and promising to refocus on customer service.
David Dao, the passenger left bloodied by the 9 April incident captured on video and widely shared on social media, reached an “amicable settlement” with United, his lawyers announced.
Under the terms of the deal, the amount of the settlement will remain confidential. Read more
CHICAGO, 26 April 2017: Newly released reports from security officers at Chicago’s O’Hare International Airport paint an unflattering picture of the man dragged from a United Airlines flight, setting off a worldwide uproar.
The documents, requested by US media outlets which reported on their contents, Tuesday, said passenger David Dao was “aggressive,” and that one of the three officers attempting to remove him from his seat on United Flight 3411 had lost his grip when Dao flailed his arms, causing the 69-year-old to fall and injure himself.
The reports also for the first time identified the three Chicago Department of Aviation officers on the plane, one of whom wrote that they had used “minimal, but necessary force” to remove Dao from the packed flight to Louisville, Kentucky. Read more
ANN ARBOR, MICH, US, 26 April 2017: Passenger satisfaction is up compared to a year ago, but airlines remain in the bottom third of industries tracked by the American Customer Satisfaction Index (ACSI).
As the legacy airlines lower their fares to compete with discount carriers, the industry gains 4.2% to 75 on a 100-point scale. The ACSI results are based on thousands of customer interviews conducted over 12 months, ending in March 2017.
United Airlines had the lowest score of all legacy airlines in the index. Read more
DUBAI, 25 April 2017: The chief of Qatar Airways on Monday accused American carriers complaining over alleged subsidies to Gulf airlines of “bullying”, as he announced new US routes in defiance of mounting airport restrictions.
US carriers Delta, United and American Airlines have accused Qatar Airways along with Dubai’s Emirates and Abu Dhabi’s Etihad of benefitting from government subsidies to expand their transcontinental networks.
They have urged US President Donald Trump to take action against the Gulf airlines, who deny any form of subsidy. Read more
WASHINGTON, 24 April 2017: Less than two weeks after United Airlines prompted a public relations crisis for dragging a passenger from his seat on a fully-booked flight, rival American Airlines is being buffeted by its own controversy.
The airline said on Saturday it is investigating video of a flight attendant angrily confronting a passenger who had come to the defence of a sobbing woman with a baby in her arms.
The viral video, filmed by another passenger, shows a distraught mother carrying her baby boarding the plane moments after the flight attendant had apparently forcibly taken a stroller from her, with other passengers registering shock. Read more
NEW YORK, 24 April 2017: United Airlines said Friday it no longer plans to name chief executive Oscar Munoz chairman as it revised its compensation programme following an uproar over its treatment of a passenger.
Munoz and the airline were slammed with heavy criticism after a passenger was violently dragged off a United flight earlier this month in an incident that sparked global outrage.
Under the previous plan, Munoz had been slated to assume the chairman’s role in 2018. But the company amended its contract with Munoz to remove that provision. Read more
NEEDHAM, MASS US, 20 April 2017: TripAdvisor announced, Wednesday, that it has crossed the 500 million reviews and opinions milestone.
The popular travel planning and booking site and app now posts 290 pieces of content every minute of every day.
The phenomenal growth in user-generated content has been fuelled by travellers’ desire to “pay it forward” with insights and advice for millions of other global users. Read more
NEW YORK, 20 April 2017: United’s widely-condemned violent removal of a passenger from a flight was a “system failure” and no employees will lose their jobs as a result, United Continental chief Oscar Munoz said Tuesday.
“It was a system failure across various areas, so there was never a consideration for firing an employee or anyone around it,” Munoz said on a conference call.
United has been under fire since video went viral showing security personnel dragging battered and bloodied passenger David Dao off an overbooked Chicago flight to make room for an airline employee. Read more
NEW YORK, 19 April 2017: Delta Air Lines has increased the maximum possible payout to passengers to nearly USD10,000 if they voluntarily give up a seat on an overbooked flight, the company told AFP Monday.
The boost is part of the airline industry’s response to the global outrage sparked by last week’s violent removal of a customer from a United Airlines Chicago flight after he resisted being “bumped” by the carrier.
Delta customer service employees will be permitted to offer up to USD2,000 in these cases, up from the prior cap of USD800. Read more
NEW YORK, 19 April 2017: United Continental reported sharply lower first-quarter earnings Monday, but they still bested analyst expectations, and the airline vowed to remake its customer service after its rough treatment of a passenger stoked global outrage.
Net income for the period ending 31 March fell to USD96 million, a 69.3% plunge from the year-ago levels due to higher fuel and labour costs.
Revenues were up 2.7% to USD8.4 billion. Read more