Thanks for posting. A great letter.
To its customers:
C&NW, CA&E, MILW, CGW and IC fan
A class-act respose. Excellent and appropriater.
schlimmUp-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.
United's new policy Up-to-date factual information.
BuslistAnd 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.
United Airlines - Board as a Doctor, leave as a patient!
Never too old to have a happy childhood!
United Airlines! We put the "Hospital" in Hospitality!
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.
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?
Nevermind...
An "expensive model collector"
Firelock76 schlimm (from WAPO) United Airlines will no longer allow crew members to displace passengers who are already seated on a plane. Under a new policy, which is meant to avoid future public relations disasters like the one the world witnessed earlier this week, airline crews are required to check in at least an hour before a flight leaves, the airline company said. The purpose is to avoid having to find a seat for a crew member after all passengers have already boarded. A bit like locking the barn door after the horse has bolted, but better late than never. Sad that it takes a sordid incident like this to bring about a policy change. Then again, prior to April 15, 1912, most steamship companys believed not having enough lifeboats for all on board wasn't much to be concerned about either.
schlimm (from WAPO) United Airlines will no longer allow crew members to displace passengers who are already seated on a plane. Under a new policy, which is meant to avoid future public relations disasters like the one the world witnessed earlier this week, airline crews are required to check in at least an hour before a flight leaves, the airline company said. The purpose is to avoid having to find a seat for a crew member after all passengers have already boarded.
(from WAPO) United Airlines will no longer allow crew members to displace passengers who are already seated on a plane.
Under a new policy, which is meant to avoid future public relations disasters like the one the world witnessed earlier this week, airline crews are required to check in at least an hour before a flight leaves, the airline company said. The purpose is to avoid having to find a seat for a crew member after all passengers have already boarded.
A bit like locking the barn door after the horse has bolted, but better late than never. Sad that it takes a sordid incident like this to bring about a policy change.
Then again, prior to April 15, 1912, most steamship companys believed not having enough lifeboats for all on board wasn't much to be concerned about either.
At least in 1912, new regulations were created to stop future disasters. Nothing will change to protect passengers in this case.
daveklepper Hey Milwaujkee Road, of course you are right and have the facts at hand. But still, isn't your last paragraph totally unnecessary, and cannot we simply present facts without labeling people? Keep the thread as polite as possible?
Hey Milwaujkee Road, of course you are right and have the facts at hand.
But still, isn't your last paragraph totally unnecessary, and cannot we simply present facts without labeling people? Keep the thread as polite as possible?
Johnny
n012944It was oversold. The moment the flight crew was assigned positive space on the flight, there were 4 less seats on the flight. If the flight was full, it was now oversold by 4. The 4 crewmembers not only held "confirmed reserve space" but they had the highest confirmed status as "must ride" confirmed passengers critical to airline operations. As such they would be the LAST passengers to be taken off the aircraft. All of this is perfectly legal and consistent with aviation laws and regulations. The time of their booking is moot. That being said, I should know better to discuss anything with you. You are always right, regardless of the facts, so I bow out.
Oversold condition is also defined on the internet and is in contradiction to your definition above. Oversold is when more passengers hold confirmed reservations than seats available. If stand-by passengers were seated before the flight crew check-in (which happened if the flight was NOT overbooked as media reports), then the flight was not oversold nor was it overbooked.
It's very clear either the gate check in screwed up or they made the determination the flight crew would not arrive in time and gave away their seats............then tried to fix their mistake with vouchers. You can't seat a stand-by passenger over a confirmed reservation without no-showing the reservation on the system (thereby canceling the previous seat reservation).
BaltACD This entire affair is a object lesson in - "Just because you can, doesn't mean you should." On many, many levels.
This entire affair is a object lesson in - "Just because you can, doesn't mean you should." On many, many levels.
CMStPnP Additionally, the flight was not overbooked or oversold, so why you posted rules from Cornell University on oversold flights probably needs an explanation as welll
Additionally, the flight was not overbooked or oversold, so why you posted rules from Cornell University on oversold flights probably needs an explanation as welll
That being said, I should know better to discuss anything with you. You are always right, regardless of the facts, so I bow out.
Paul of Covington I've been wondering how they decide which passenger(s) to forcibly eject if there are not enough volunteers to accept the pay-off offers. Do they put all the seat numbers in a hat and draw one out? Do they put up a list of all passengers and throw a dart at it?
I've been wondering how they decide which passenger(s) to forcibly eject if there are not enough volunteers to accept the pay-off offers. Do they put all the seat numbers in a hat and draw one out? Do they put up a list of all passengers and throw a dart at it?
"The priority of all other confirmed passengers may be determined based on a passenger’s fare class, itinerary, status of frequent flyer program membership, and the time in which the passenger presents him/herself for check-in without advanced seat assignment.”
CMStPnP n012944 Making stuff up again I see. Trolling again I see.
n012944 Making stuff up again I see.
Trolling again I see.
Pointing out your mistruths is not trolling. It might even be considered a full time job....
schlimmFortunately, United has changed that policy, or so they claim.
I don't think they changed the Contract of Carriage I think they changed the boarding procedure. Contract of Carriage I suspect is boilerplate between airlines but i would have to check.
American changed their boarding procedure a while back. I remember when they used to board everyone on the plane then attempt to fill the remaining seats with standby's it always resulted in mistakes being made and arguments on the plane and was a pretty dumb method.
Well they stopped that at least on the KC to Dallas and return flights which are normally every seat taken (MD-80 or 737 flight). They don't board First Class until every seat is taken and they preannounce before boarding that First Class is full. They do the same with coach before they board coach and preannounce that coach is full and they even will not let groups 6 or 7 and beyond board with rollaboards anymore.......they are forced to gate check them (for free....which still rewards the idiots for trying to cheat the fee system).
Used to be Groups 1-5 on American now I think they expanded it to 1-8 or 9. No longer do they call out Frequent Flyer program status, every status has a group number. However they still advertise they will bump others from the flight if your a Platinum FF member and need to be on the flight BUT....they only do that if you check in well in advance of the flight........they won't do it at the very last minute.
I asked American why they changed their boarding procedure earlier this year (I think it was March) and they stated some of their passengers were getting confused on what status they had on the FF program........which is a diplomatic way of saying they were skipping line and American didn't want to send them to the back of the line. I think American is more strict with the new system and if you try to skip line they ask you to wait now.
CMStPnP n012944 No it is not. While you don't have to volunteer your seat, the moment you are selected for to be denied boarding involuntarily, you are at the mercy of the law. Which was the case for the United passenger. It is all laid out in the contract of carriage, the fine print you get when buying the ticket. While the process of removing the passenger went horribly wrong, the passenger bears some responsiblity when he refused both the flight crew and police's demands to leave the aircraft. Then you should have no problem posting a link to United's Contract of Carriage and pointing exactly to the provision under which this event is covered. Because United's Contract of Carriage is posted on the Internet and there are very specific examples for denial of boarding and refusing transport and dead heading crew members outside of a labor strike are not one of them. Additionally, the flight was not overbooked or oversold, so why you posted rules from Cornell University on oversold flights probably needs an explanation as well. Making things up again? Or Generally are you just a Corporate lapdog when it comes to treatment of airline passengers? Seem to remember you were the guy way off base in the past on how Frequent Flyer programs work. You do realize we are in the Jet Age now and a great many policies have changed in regards to civil aviation?
n012944 No it is not. While you don't have to volunteer your seat, the moment you are selected for to be denied boarding involuntarily, you are at the mercy of the law. Which was the case for the United passenger. It is all laid out in the contract of carriage, the fine print you get when buying the ticket. While the process of removing the passenger went horribly wrong, the passenger bears some responsiblity when he refused both the flight crew and police's demands to leave the aircraft.
Then you should have no problem posting a link to United's Contract of Carriage and pointing exactly to the provision under which this event is covered. Because United's Contract of Carriage is posted on the Internet and there are very specific examples for denial of boarding and refusing transport and dead heading crew members outside of a labor strike are not one of them.
Additionally, the flight was not overbooked or oversold, so why you posted rules from Cornell University on oversold flights probably needs an explanation as well.
Making things up again? Or Generally are you just a Corporate lapdog when it comes to treatment of airline passengers?
Seem to remember you were the guy way off base in the past on how Frequent Flyer programs work. You do realize we are in the Jet Age now and a great many policies have changed in regards to civil aviation?
Fortunately, United has changed that policy, or so they claim. United's current Contract of Carriage found online and dated Feb. 17, 2017, does not allow removal of a seated passenger with a valid ticket for deadheading employees under any circumstances. So UAL may have been in violation of their own policy. Perhaps their personnnel are as out-of_ date as many of their aircraft?
<Sigh> United strikes again........
https://www.yahoo.com/style/united-airlines-kicks-couple-off-plane-en-route-wedding-181721817.html
I think when they refer to upgraded seating they are speaking about the Coach seats you pay extra for due to the location on the aircraft in the coach section or due to expanded legroom. However, if the seats are not taken it should be first come first serve, in my opinion because the airline confiiscates the expanded legroom when the overhead compartments are full and demands luggage be placed under the seat instead.........which someone needs to challenge in a civil courtroom, because thats fraud. If you buy extended legroom seats you should get the legroom under the seat in front of you as well. I shouldn't have a large portion of my extended legroom confiscated by a sky hag because other idiots on the plane do not want to check their luggage due to fees the airline charges and are attempting to skirt airline fees.
n012944No it is not. While you don't have to volunteer your seat, the moment you are selected for to be denied boarding involuntarily, you are at the mercy of the law. Which was the case for the United passenger. It is all laid out in the contract of carriage, the fine print you get when buying the ticket. While the process of removing the passenger went horribly wrong, the passenger bears some responsiblity when he refused both the flight crew and police's demands to leave the aircraft.
n012944Making stuff up again I see.
CMStPnP You do not board a full flight until you have the final manifest in hand.
You do not board a full flight until you have the final manifest in hand.
Making stuff up again I see.
I hope we learn how much the lawyers obtain for the doctor in a settlement. I suspect that the amount will not be disclosed. Bumping is best done before boarding. And that has been said before. I still have not seen any disclosure of how the Dr. was chosen to be bumped and after he returned to his seat, what (if any) steps were taken to find alternative individuals for bumping. I note that there are some that have started trashing the Dr. for having licensing problems and orther negative comments but he is a human being and was not treated as I would expect any passenger should be treated. If you had boarded the plane, been seated and needed to get home, and was told you had to get off, I suspect you would object. And repectfully decline.Bad PR. To paraphrase a credit card commercial, "Good PR is priceless, for everything else there's Mastercard."
I have seen an inebriated individual removed from a METRA commuter train by the security officer and the conductor at night. Had some concerns about his safety but understood that local police had been called to the station to handle the person. In this case, the individual was causing a disturbance and needed to be removed. It was handled very appropriately and calmly. Crew radioed the dispatcher and arranged for the police to meet the train at the station they would arrive at. Fortunatly, no violence was involved.
Absolutely....The responsibility of moving the airlines crew to another location, where they are needed...should fall 100 percent on the airline...NOT it's ticketed customers. As another poster also said....Charter transportation for said crew.
Quentin
Our community is FREE to join. To participate you must either login or register for an account.