United to pay oversold fliers up to $10,000 after dragging furor
United Continental Holdings Inc. will offer as much as $10,000 to passengers who voluntarily give up their seats on oversold flights, one of 10 changes the airline is adopting after a customer was dragged off a plane by security officers.
The carrier will also reduce the overbooking of flights and refrain from calling in law enforcement officials unless safety and security are at risk, according to a company statement Thursday. United issued the changes more than two weeks after the forcible removal of David Dao, a 69-year-old passenger who refused to surrender his seat, by Chicago Department of Aviation officials.
Rigid policies for handling cases where passengers must be denied boarding “got in the way of our values,” United Chief Executive Officer Oscar Munoz said in the statement. The airline is still dealing with brand damage and other fallout from the April 9 incident, and faced another another round of negative headlines Wednesday when a giant rabbit died as it awaited a connecting flight after arriving in Chicago from London on United.
The company said it’s striving to become a “better, more customer-focused airline” to win back the public’s trust after a worldwide furor over Dao’s treatment and calls from some politicians to crack down on the industry with tougher rules and legislation.
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