The United Story Isn't About Customer Service. Its About ClassWarfare.

[Yo_Mama_Been_Loggin]

You’ve probably by now seen the video of the doctor who was physically beaten and removed from a United flight because United wanted the seat for its employees. If you haven’t, here it is. Be warned: it’s an incredibly disturbing video:

Link to tweet

And here’s the story, from Lucas Aulbach at the Courier-Journal:

http://www.courier-journal.com/story/news/2017/04/10/video-shows-man-forcibly-removed-united-flight-chicago-louisville/100274374/

Bridges said the man became “very upset” and said that he was a doctor who needed to see patients at a hospital in the morning. The manager told him that security would be called if he did not leave willingly, Bridges said, and the man said he was calling his lawyer. One security official came and spoke with him, and then another security officer came when he still refused. Then, she said, a third security official came on the plane and threw the passenger against the armrest before dragging him out of the plane. The man was able to get back on the plane after initially being taken off — his face was bloody and he seemed disoriented, Bridges said, and he ran to the back of the plane. Passengers asked to get off the plane as a medical crew came on to deal with the passenger, she said, and passengers were then told to go back to the gate so that officials could “tidy up” the plane before taking off.

This is a horrifying story, and it’s still unfolding on social media. I’ve noticed something about the reaction to United. People have been making jokes about the incident on Twitter. Which is okay! Jokes are part of the news cycle. They’re how we process things as a culture. And particularly in this case, the jokes are very telling. This one is a perfect example of the tone and tenor of the comedy I’ve been seeing:

Link to tweet

Then there’s the business world’s response to the news, which is the exact opposite of everyone else’s response to the news:

Link to tweet

-snip-

When you get down to it, like everything else in America today, this is about the haves and the have-nots. If you’re in first class, you don’t need to worry about shock troops coming and beating you until you get out of the seat that you bought. If you’re not in first class, you’re on your own. If you’re in the top one percent on Wall Street, you turn a tidy profit off the whole ordeal. This is what class warfare looks like.

https://civicskunk.works/the-united-story-isnt-about-customer-service-it-s-about-class-warfare-52e47b455f2e

[50 Shades Of Blue]

1. K & R

[snooper2]

2. LOL

Did you hear the story about the rich white dude that took the last organic tomato as the frail asian lady was reaching for it?

[C_U_L8R]

3. Where do the pilot and flight attendant unions stand?

People need to stand with people... just saying.

[Zambero]

4. Don't airlines typically bribe customers on overbooked flights?

I've seen this many times where free flight credits are provided for those who volunteer to take a later flight. So why the provoked confrontation and violent response? Any bad publicity United Airlines gets from this incident will be richly deserved. And yes, a doctor who has a commitment to see his patients should be praised for having the courage to resist these thugs. I'm sure lawyers are working on this.

[TXCritter]

6. Yes, and they did...

They first offered $400/ea then $800/ea then went to random selection. They didn't just do this because they were overbooked. They had to get a flight crew to the destination in order for another plane to depart.

In other words they F***ed up trying to cover their F*** up.

[sharedvalues]

9. Smart passengers refuse, because $$ is difficult to use

Last time I accepted a voucher for skipping a flight, I learned you can't use it online, you have to bring it to the airport to buy a ticket.
During business hours. When I am at work.

If they want to give me $400 cash, I'll take it. Their encumbered vouchers they can keep.

[spooky3]

12. If United had sweetened the deal enough, they would have gotten more than enough volunteers.

It's entirely their fault, and shows terrible business judgment.

[renate]

15. wow... I realized vouchers were essentially crap, but I didn't know they were TOTAL crap

How is this not general knowledge? (Or maybe I'm the only one who didn't know....)

[LisaM]

19. Wow, I didn't know that. I don't volunteer because they won't tell you when the next flight it.

I'm darned if I'm going to give up my seat and not know when I'm going to get out of there.

[pangaia]

24. Get FLIGHT AWARE. Then you will know when the next flight is. :)))

You will also know more than the gate agents or check-in res about schedules, delays, cancellations, etc... and WHY!!

[LisaM]

32. Does that mean they'll put you on it, though?

If it's two or three hours later, that's usually fine. But they don't tell you upfront.

[Auggie]

5. I see corporate incompetence and indifference

Another $400 might have enticed someone off that plane, but apparently no one in the field was empowered or trained to make that decision. Look to the leggings incident for further proof. Management efforts are likely focused on quarterly profits, not running an airline.

[mikeysnot]

30. I thnik they can go up to 1350

by law, so they went the brown shirt method, planing trip a business trip to CA, damn if I am flying united...

[athena]

42. They can go as high as they like.

The $1350 is what you can get if you're involuntarily bumped and are delayed by at least two hours as a result. Apparently, only 10% of those who are involuntarily bumped go to the trouble of claiming that money.

[OKNancy]

7. I wish reports would not say overbooked-

As far as I can tell, the flight was FULL, not overbooked.
They let everyone on, then... they decided that the 4 employees needed on that flight.

[DRoseDARs]

26. This was a full (not o.b.) flight & United decided 2 bump 4 paying customers for 4 not-paying staff.

Not part of the flight crew, just straight up staff off-the-clock. I don't know where in the fuck people are getting this "class warfare" nonsense. This was entirely United being dicks.

[That Guy 888]

8. I prefer "class pogrum" class warfare implies some sort of equal conflict.

If you think of it as class pogrum, it really explains why conservatives hate the idea of Class warfare.

[MarcA]

11. Very good point.

[iluvtennis]

10. New United slogan: If you're white, enjoy your flight. Yellow, red, or brown, don't even sit down

Link to tweet

[GeoWilliam750]

37. Asian people certainly notice that he is not white

[Augiedog]

13. What kinda business plan does United have? First they won't let kids wearing tights get on

their airplanes. Now they are knocking passengers out and dragging them off the plane so that somebody else, more privileged apparently, can get on? I think I'd rather walk than risk getting on one of their airplanes.

[spanone]

14. i'd suggest a major lawsuit.

[Paladin]

16. I had a low opinion of United, BEFORE this sorry incident.

From now on, I'll pay extra to avoid ever boarding a United flight, again.

[LisaM]

21. I've been avoiding them for years.

One year, they cancelled a flight and wanted me to go a full day later (for a short Christmas trip). It was a little complicated by the fact that I was flying into Chicago, but had planned to take a train to Michigan, then get back to Chicago via Milwaukee. Long story short, I was actually trying to get to Michigan by a certain time, not Chicago. I couldn't get across to them what the problem was, but they eventually offered me a flight to "Mid Lon Dee" Michigan for only $1500 more. Once we established that "Mid Lon Dee" was actually Midland, which is nowhere, I was almost affronted. Charge me $1500 to get me somewhere I don't want to go and that you clearly don't know where is for a usorious price? Not to mention the train ticket that I had to eat the cost of. Grrr. I ended up getting a one way ticket to Milwaukee on (then) Northwest for way less, even though it was still ridiculous. I didn't try them again until years later, when I checked into the airline four hours ahead of time and they waited till exactly one hour and fifty-nine minutes ahead of my flight to let me know it was cancelled and I couldn't go till the next day.

And they used to be top rate as far as customer service, too.

[SCVDem]

25. I miss North Central

A Convair 440 is perfect from Milwaukee to Chicago. Low flying makes a scenic trip.

[pangaia]

34. Not to defend them, at all BUT..just some info....

".....when I checked into the airline four hours ahead of time and they waited till exactly one hour and fifty-nine minutes ahead of my flight to let me know it was cancelled and I couldn't go till the next day. "

They probably didn't KNOW until 2 hours ahead of your flight that it was cancelled. Could have been any number of reasons.. weather, sick crew, aircraft problem, incoming flight delayed or cancelled, etc..

Get the APP - FLIGHT AWARE.. It knows more than gate agents or check-in reps know... to the minute.

You can check on the incoming flight, ITS incoming flight...ITS incoming flight.. weather.... get a picture of what is what..

I always do this. Twice after checking in and at the gate, I knew my flight was about to be cancelled....once because the incoming flight was not going to make it. and the other time, even after they started boarding I knew something wasn't right.. the 'rhythm of the boarding was off...(I fly a lot)...I checked my flight on FLIGHT AWARE and it had just been CANCELLED.. before any announcement was made.. the FUCKERS..
so, i dashed straight away to the Airline Service Counter to re-book. There were TWO seats left on the next flight, I got on,, The other 140 folks got on line!! Next open flight wasn't until the next day...

[LisaM]

38. They did know. It was between Detroit and Chicago.

There were multiple flights going from Detroit to Chicago (other airlines). In the old days, they would have put me on one. They made me call to re-book from within the airport; no agent would help me. So I had to talk to a guy from India to re-book me on a flight for a city you can drive to in four hours, and to which the airport has multiple flights every hour. My flight from Chicago to Seattle left on time. It was planes coming to Detroit from Atlanta that were the problem, but there are enough flights going to Chicago from Detroit that they could easily have gotten one person on one of them.

The help guy acted as if it was so impossible to get from Detroit to Chicago that I finally asked him directly if he knew how far apart they were geographically and he had to admit that he didn't.

[More_Cowbell]

17. The problem was "random" selection

That's just going to lead to people speculating, rightly, on how the unfortunate passengers were selected. They should have taken the last 4 who checked in.

[progree]

23. You're right -- "random" in quotes

http://finance.yahoo.com/news/reduce-chances-getting-dragged-off-united-flight-152105288.html

United passenger removal fiasco is a reminder of an open secret in the airline industry, 4/10/17
...It’s not random, it’s “in accordance with UA’s boarding priority.” That means that if you have a certain type of fare class—you may not even know these exist—a complex itinerary, status (e.g. gold or platinum), have checked in early, or have frequent flier card, you are less likely to be asked to take the next flight. Even if it’s just a free frequent flier card that you never use, it might save you from being asked to leave..

[No Vested Interest]

29. I disagree that the last four who checked in should have been selected.

More money - better incentive- or let the crew-in-waiting wait longer, or drive, or take another airline, if necessary.
Good customer service is all-important, as United will soon discover.

[WillowTree]

48. Waiting longer or driving weren't options.

That crew had to get to Louisville in time to clock out and have their mandated rest break before their flight out in the morning. Another airline may have been an option, but we have no way of knowing if all other flights that would get them there in time were checked or if there were seats on those flights.

[KT2000]

52. this appears to be

a foreseeable problem, whether it was due to the previous weather condition or what ever. They need to move their crews often and they should plan for weather interruptions because they happen every year.

They need to charter a plane to take their crew if necessary, especially if they will not allow any reason for a person NOT to be removed. Rather, their criteria is mostly based on how much of a person's money is spent on airline travel. That was a corporate decision made for profits.

A doctor may have been need for his many patients, one or some may have been scheduled for a pre-op check up that would result in surgery cancellation. Some doctors, at least where I live are scheduled 3 months out so the inconvenience and possible suffering of patients should be a concern.

[hanascar99]

18. Last flight on United

Disclaimer, first time poster so don't expect much.

The last flight on United about a year ago left me in first class really concerned and as a former certified welder and mechanic for DOD, Nasa and the commercial airlines the Hydraulics on the plane were screaming agony all the way on a non stop from LAX to Logan in Boston. One or more of the bearings in the pump was worn out and crying. Everytime he adjusted altitude it would yell louder.
Nosiest wheel gets the most attention. And I'll never fly United again.

P.S. told ya not to expect much

[rzemanfl]

35. Welcome to DU. n/t

[Scruffy1]

36. That's the problem with knowing stuff.

Spent a large part of my life trouble shooting and repairing mechanical and electric systems. I notice these things, too. Welcome to DU.

[Brother Buzz]

40. Pilots tell the mechanics about those things, and the mechanics make the repairs....sometimes

After every flight, pilots fill out a form which tells mechanics about problems with the aircraft. The mechanics correct the problems, and document their repairs for the pilots to review before the next flight.

Here are some maintenance complaints submitted by pilots and the solutions recorded by maintenance engineers:

Pilot: Left inside main tire almost needs replacement.
Engineers: Almost replaced left inside main tire.

Pilot: Test flight OK, except auto-land very rough.
Engineers: Auto-land not installed on this aircraft.

Pilot: Something loose in cockpit.
Engineers: Something tightened in cockpit.

Pilot: Dead bugs on windshield.
Engineers: Live bugs on back-order.

Pilot: Autopilot in altitude-hold mode produces a 200 feet per minute descent.
Engineers: Cannot reproduce problem on ground.

Pilot: Evidence of leak on right main landing gear.
Engineers: Evidence removed.

Pilot: DME volume unbelievably loud.
Engineers: DME volume set to more believable level.

Pilot: Friction locks cause throttle levers to stick.
Engineers: That's what friction locks are for.

Pilot: IFF inoperative in OFF mode.
Engineers: IFF always inoperative in OFF mode.

Pilot: Suspected crack in windshield.
Engineers: Suspect you're right.

Pilot: Number 3 engine missing.
Engineers: Engine found on right wing after brief search.

Pilot: Aircraft handles funny.
Engineers: Aircraft warned to straighten up, fly right, and be serious.

Pilot: Target radar hums.
Engineers: Reprogrammed target radar with lyrics.

Pilot: Mouse in cockpit.
Engineers: Cat installed.

Pilot: Noise coming from under instrument panel. Sounds like a midget pounding on something with a hammer.
Engineers: Took hammer away from midget

[niyad]

47. welcome to du

[gopiscrap]

49. welcome to DU

[Sailor65x1]

50. What aircraft were you on? N/t

[Doreen]

51. Uhmm, scary.

Welcome to DU.

[DinahMoeHum]

20. "Fly United"

[The Wizard]

22. Don't fly

unless absolutely necessary. Do this for a year and watch the attitudes change. In the meantime welcome to police state America.

[erinlough]

46. I'm old and I fly once a year, at least I used to.

I'm done. I told my husband we can drive, adjust our travel, stay home, but I'm done flying. I can't stand the airports, screenings, seating and hassles. I know I'm not the customer they care about, an infrequent flyer, but if more of us stay off their damn planes maybe they will listen.

[Initech]

27. Conservatives totally destroyed the modern travel industry.

Flying used to be grandeur, now it's just squeeze passengers for every last dollar, and if you're in coach, anything goes.

[former9thward]

41. Carter deregulated the airlines.

And technology and the internet did the rest. Nothing conservative or liberal about it.

[nil desperandum]

45. Indeed....

I remember those days fondly, every flight seemed an adventure offered by a welcoming crew and friendly companies...now it feels like cattle being moved to market.

We no longer fly if we can drive there in less than a 24 hour period...we take our time and plan our stops accordingly. We will fly if we have to for expediency, but as we get older it's less about the destination and more about the time together getting there.

Mostly because flying these days is to be endured as opposed to being enjoyed as it used to be in the bad old days. It would seem that bin Laden did win that round, air travel has never been as much fun since then, as it was during the 60s and 70s when I could fly standby and get a first class seat about the half the time on standby pricing but still be treated like first class when seated.

[greymattermom]

28. For the amount it will cost them

they could have hired a luxury limo to drive him to Louisville.

[mikeysnot]

33. and it is 4-5 hours tops

from O-scare depending on traffic.

[Auggie]

39. Up thread I suggest $400 would have found another volunteer -- even cheaper than a limo.

[talking-liberally]

31. CEO Munoz, Communicator of the Year, PR Weekly, 1 month ago.

http://www.prweek.com/article/1427838/prweek-awards-reflect-industry-thats-age

[SwissTony]

43. I believe the doctor was with his wife.

That would affect her as well. It would be a major inconvenience at the destination. e.g. if someone was coming to pick them up, they'd have to make a second trip.

What if the passenger was traveling with kids?

What a balls-up.

[Cha]

44. Nice to know "re-accomodate" on United now means "drag you violently out of your seat."

Link to tweet