In an interview with Good Morning America this week, Munoz said the company is reviewing its policies to free up frontline employees to use "common sense" in tense situations.
Although federal rules will likely continue to let airlines overbook flights, passengers now know how high airlines can go under federal rules which may prompt them to expect a higher voucher from the start of the negotiation process with airlines. Schmerin confirmed the authenticity of the published email.
United Airlines' week from hell has the entire airline industry reevaluating how carriers handled overbooked flights-including how much passengers should be compensated if they're bumped.
United is reacting to pressure from the public-relations fiasco that blew up after the video spread on social media. According to reports, Dao was one of the randomly selected passengers asked to take a later flight. He refused and security officials violently dragged him off the plane by his wrists. United said the change is an initial step as it reviews policies in order to "deliver the best customer experience".
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In a statement issued Thursday, United said it "cannot stress enough that we remain steadfast in our commitment to make this right". A Senior VP of In-Flight Service confesses about the Dao incident, "No one should ever be mistreated this way".
"We are supporting Oscar and his team as they work to assure that something like this does not happen again", says Robert Milton, chairman of the board at United, in a letter to employees today.
These tips include: book flight during busy holiday times, seeking out flights at appear full, booking a flight but not booking a seat, and tell the ticket agent when you check in that you'd be willing to give up your seat. By Wednesday, the video had been deleted from Facebook.
An AP analysis of government data shows that in 2015 and 2016, Delta paid an average of $1,118 in compensation for every passenger that it denied a seat.
The decision comes in the wake of the United Airlines incident in which a paying passenger was dragged off a plane to make room for airline staff to board instead.