United Airlines reveals 10 key operational changes after man dragged off plane

Thursday Apr 27th, 2017


United Airlines today said it will implement 10 changes to its operational rules. The changes are being made in the wake of the forcible eviction of David Dao from United Express Flight 3411 on April 9.

The specific changes and their expected implementation date are listed below:


  1. United will limit use of law enforcement to safety and security issues only. (Implemented on April 12)
  2. United will not require customers already seated on the plane to give up their seats involuntarily unless safety or security is at risk. (Implemented on April 27)
  3. United will increase customer compensation incentives for voluntary denied boarding up to $10,000 (To be implemented on April 28)
  4. United will establish a customer solutions team to provide agents with creative solutions for both crew members and passengers. (To be implemented by June)
  5. United will ensure deadheading flight crews (non-fare paying airline crews) are booked onto a flight at least 60 minutes prior to departure (Implemented on April 14)
  6. United will provide agents with additional annual training to equip them to handle difficult situations (To be implemented in August)
  7. United will create an automated system for soliciting volunteers to change travel plans. (To be implemented "later this year")
  8. United will reduce its amount of overbooking (Already implemented)
  9. United will empower employees to resolve customer service issues in the moment. (To be implemented "later this year")
  10. United will eliminate the red tape on lost bags with a no-questions-asked reimbursement of $1,500 per permanently-lost bag. (To be implemented in June)


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