Airline Beats Up Doctor who wont give up seat

[Buslist]

CMStPnP

 

 

 

 

 

Again red-lining the BS meter...

 

Everytime you argue with me you always argue a total BS position so it's not hard to win an argument........a lot of your information is also quite dated I will say.

 

 

 

And your information is more current? Why, work for an airline? The FAA?, a city DOA?, a travel agency?, read it on the internet which is never wrong? 

Maybe it's due to the rivers flowing north out of Illinois?

[54light15]

United Airlines! We put the "Hospital" in Hospitality! 

[BaltACD]

United Airlines - Board as a Doctor, leave as a patient!

[CMStPnP]

Buslist

And your information is more current? Why, work for an airline? The FAA?, a city DOA?, a travel agency?, read it on the internet which is never wrong?  Maybe it's due to the rivers flowing north out of Illinois?

Love engaging the Forum Trolls and YES, if they use out of date info they always lose to discourage the behavior.    Civility is a two way street.    Funny, only seem to have issues with same 4-5 people who continually insist it's all me but then when things settle down.........attack me again.    I'll give back in that dept.

Treat others as you would like to be treated, simple rule in life.    Not hard to follow.   I engage with others on these forums with zero issues.   Only a small handful of people that repeatedly insist on being rude or arrogant.

Never made the statement BTW that any river in Illinois flowed North.   It was entirely a Troll derivation.

[schlimm]

United's new policy    Up-to-date factual information.

[RME]

schlimm

Up-to-date factual information.

Thank you.

For the TL;DR version of the ten new policies:

1. United will limit use of law enforcement to safety and security issues only.

United will not ask law enforcement officers to remove customers from flights unless it is a matter of safety and security.

2. United will not require customers seated on the plane to give up their seat involuntarily unless safety or security is at risk.

3. United will increase customer compensation incentives for voluntary denied boarding up to $10,000.

United policy will be revised to increase the compensation levels up to $10,000 per customers willing to volunteer to take a later flight.

4. United will establish a customer solutions team to provide agents with creative solutions

United will create a team to proactively identify and provide gate agents with creative solutions such as using nearby airports, other airlines or ground transportation to get customers and crews to their final destinations. United expects the team to be operational by June. Examples include:

- Suggest flights to close-by airports and then provide transportation to the customer's preferred destination.

- If a customer's travel includes a connecting flight, provide options that would eliminate the connection and still get the customer to the destination.

- Offer ground transportation where practical.

5. United will ensure crews are booked onto a flight at least 60 minutes prior to departure

Unless there are open seats, all crew members traveling for work on our aircraft must be booked at least 60 minutes before departure.

6. United will provide employees with additional annual training.

United will provide annual training for frontline employees to enhance their skills on an ongoing basis that will equip them to handle the most difficult of situations.

7. United will create an automated system for soliciting volunteers to change travel plans.

Later this year, United will introduce a new automated check-in process, both at the airport and via United app, that will gauge a customer's interest in giving up his or her seat on overbooked flights in exchange for compensation. If selected, that customer will receive the requested compensation and be booked on a later United flight.

8. United will reduce the amount of overbooking.

United has evaluated its overbooking policy. As a result, adjustments have been made to reduce overbookings on flights that historically have experienced lower volunteer rates, particularly flights on smaller aircraft and the last flight of the day to a particular destination.

9. United will empower employees to resolve customer service issues in the moment.

Rolling out later this year, United will launch a new "in the moment" app for our employees to handle customer issues. This will enable flight attendants (by July) and gate agents (later this year) to compensate customers proactively (with mileage, credit for future flights or other forms of compensation) when a disservice occurs.

10. United will eliminate the red tape on permanently lost bags.

United will adopt a new no-questions-asked policy on permanently lost bags. In these instances, United will pay a customer $1,500 for the value of the bag and its contents. For claims or reimbursement over $1,500, additional documentation may be required. This process is expected to be in place in June.

[daveklepper]

A class-act respose.  Excellent and appropriater.

[schlimm]

To its customers:

Dear ______,

Each flight you take with us represents an important promise we make to you, our customer. It's not simply that we make sure you reach your destination safely and on time, but also that you will be treated with the highest level of service and the deepest sense of dignity and respect.

Earlier this month, we broke that trust when a passenger was forcibly removed from one of our planes. We can never say we are sorry enough for what occurred, but we also know meaningful actions will speak louder than words.

For the past several weeks, we have been urgently working to answer two questions: How did this happen, and how can we do our best to ensure this never happens again?

It happened because our corporate policies were placed ahead of our shared values. Our procedures got in the way of our employees doing what they know is right.

Fixing that problem starts now with changing how we fly, serve and respect our customers. This is a turning point for all of us here at United – and as CEO, it's my responsibility to make sure that we learn from this experience and redouble our efforts to put our customers at the center of everything we do.

That’s why we announced that we will no longer ask law enforcement to remove customers from a flight and customers will not be required to give up their seat once on board – except in matters of safety or security.

We also know that despite our best efforts, when things don’t go the way they should, we need to be there for you to make things right. There are several new ways we’re going to do just that.

We will increase incentives for voluntary rebooking up to $10,000 and will be eliminating the red tape on permanently lost bags with a new "no-questions-asked" $1,500 reimbursement policy. We will also be rolling out a new app for our employees that will enable them to provide on-the-spot goodwill gestures in the form of miles, travel credit and other amenities when your experience with us misses the mark. You can learn more about these commitments and many other changes at hub.united.com.

While these actions are important, I have found myself reflecting more broadly on the role we play and the responsibilities we have to you and the communities we serve.

I believe we must go further in redefining what United's corporate citizenship looks like in our society. You can and ought to expect more from us, and we intend to live up to those higher expectations in the way we embody social responsibility and civic leadership everywhere we operate. I hope you will see that pledge express itself in our actions going forward, of which these initial, though important, changes are merely a first step.

Our goal should be nothing less than to make you truly proud to say, "I fly United."

Ultimately, the measure of our success is your satisfaction and the past several weeks have moved us to go further than ever before in elevating your experience with us. I know our 87,000 employees have taken this message to heart, and they are as energized as ever to fulfill our promise to serve you better with each flight and earn the trust you’ve given us.

We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve.

With Great Gratitude,

Oscar Munoz
CEO
United Airlines

[daveklepper]

Thanks for posting.  A great letter.