10 major reforms to stop the bleeding announced by United Airlines: concrete and meaningful actions will be taken

▲ United Airlines announces 10 major reform commitments. (Photo / Reuters)

Reported by Yu Jiayun / Taipei

United Airlines caused an uproar on April 9 after forcibly dragging an Asian doctor passenger off a flight, with its brutal handling drawing widespread condemnation and severely damaging the airline's brand image. In response, United Airlines issued an official statement today (27th), presenting 10 commitments stating that it will implement significant reforms in its flight operations, services, and respect for passengers. United Airlines CEO Oscar Munoz also said in the statement: “Every customer deserves to be treated with the highest level of service and the deepest sense of dignity. Two weeks ago, we failed to meet that standard, and we deeply apologize.” He also pledged to ensure that such incidents would never happen again.

The official United Airlines statement is as follows:

United Airlines today announced ten major reform measures aimed at improving its flight operations, services, and respect for customers. These are critical steps in the airline’s comprehensive review of internal policies and processes, as well as a commitment to addressing the improvements needed following the involuntary deplaning incident that occurred on United Express Flight 3411 on April 9.

United Airlines commits to:
o Law enforcement intervention will be limited to situations involving safety and security.

o Passengers who have already boarded will not be asked to involuntarily give up their seats unless safety or security is at risk.

o The maximum limit for voluntary denied boarding compensation will be raised to $10,000.

o A dedicated customer solutions team will be established to provide ground staff with innovative solutions—such as using nearby airports, other airlines, or ground transportation—to help customers reach their final destinations.

o Ensure that crew members traveling on United Airlines flights must be booked at least 60 minutes before departure.

o Provide additional annual training for employees.

o Establish an automated system for soliciting customer volunteers for travel plan changes.

o Reduce instances of overbooking.

o Empower employees to appropriately resolve customer service issues as they arise.

o Simplify the complex procedures for handling permanently lost baggage and adopt a “no-questions-asked” policy for customers who lose their luggage.

Some of the aforementioned policies will take effect immediately, while others will be implemented throughout the year. For details on the Flight 3411 incident and the reforms being undertaken by United Airlines, please visit united.com/CustomersFirstHK.