United’s new advertisement after passenger incident

April 11, 2017: United Airlines is in the midst of a public relations nightmare following Sunday night’s incident in which a passenger was dragged off a flight at Chicago O’Hare International Airport.

A new commercial was immediately launched, debuting on the Jimmy Kimmel show. Kimmel had his own caustic remarks.


United also recognized that it needed a new training procedure following the incident. The following is a video for its customer service training.


UAL couldn’t avoid becoming the butt of comedic commentary. Ellen Degeneres weighs in.

A new class of service also is the result of the passenger incident.

Finally, if all else fails, United has a last resort to remove passengers.


90 Comments on “United’s new advertisement after passenger incident

    • It was an Embraer E170 operated by Republic under the United Express banner

  1. The best part was when he said that when El Chapo was arrested he was re-accommodated from Mexico to the United… States!

    What we have seen yesterday reminds me of this guy who was trying to get on board the last helicopter to leave Saigon. The helicopter was overcrowded and one passenger punched the guy in the face to prevent him from getting on board (see picture below).


  2. There is a song ‘Fascinating Aida cheep flight’s’ is ‘United’ going to be the Ryan Air state side with standing room only and charging a buck to use the rest room??? well done United you should have operating permit forthwith revoked for ever.

  3. The new United video with the blonde stewardess is especially well made and the actress is phenomenally good. Here is the script:

    We’re United Airlines. You do what we say, when we say, and there won’t be a problem, capiche? If we say you fly, you fly. If not, tough shit. Give us a problem and we’ll drag your ass off the plane, and if you resist, we’ll beat you so badly you’ll be using your own face as a flotation device. United Airline: f–k you.

    • I saw that and she deserves an Oscar.

      I am in love and I am a happy and committed married man.

      I think my wife is going to agree with me!

      • Very very Good one!

        This “debacle” could however make United a better airline in future if they want to be. Lets see if they are doers of talkers.

        Those security guys really made people proud to be American? If it was a 6 foot 6″ Texan weighing 250lbs would they have tried to do the same?

  4. New ad

    We beat our competitors, not you.

    Surely Oscar Munoz will be re-accommodated as CEO now? Things happen. Bad things can happen. But people are a lot more understanding of front line staff who have to cope with arbitrary policies in difficult and stressful circumstances. A CEO surrounded by a phalanx of highly paid PR professionals should do better than issue a factually incorrect non-apology apology and then go onto blame the victim for the injuries he received.

  5. Having flown United (and Delta) extensively since 1990… i really felt the gradual but noticeable change in United employee attitudes after the Continental take over.

    The previous CEO (removed for corruption) did a lot of damage.

    My opinion of course.

  6. Here are United’s historical slogans:
    (Check out #4 from the top!!! it’s cute…lol…so ’70s)

    -The Extra Care Airline (1963−1964)
    -The Great White Way to New York” (1971–1972)
    -The Friendly Skies of your land” (also known as “Mother Country”, 1972–1976)
    -You’re the boss” (1976–1977),
    -United we fly” (1977–1978)
    -United all the way” (1979–1980)
    -That’s what friendly skies are all about” (1980)
    -You’re not just flying, you’re flying the Friendly Skies” (mid-1980s)
    -From the ground up, rededicated to giving you the service you deserve. Come fly the friendly skies” (Late 1980s)
    -Come fly the airline that’s uniting the world. Come fly the Friendly Skies” (late 1980s)
    -Come fly our Friendly Skies” (The early ESOP years)
    -“United. Rising.” during the late 1990s
    -Come fly Chicago’s hometown airline. Come fly the friendly skies.”
    -Feel United … Be United … Worlds United … Stay United … United”[85] (the late 1990s)
    -It’s important for the human race to stay United”
    -Life is a journey – travel it well; United”
    -“We Are United” following the September 11 attacks
    -“Relax, Stretch Out” with the rollout of EconomyPlus
    -“It’s time to fly” (2004–2010)
    -“Let’s fly together” (2010–2013)
    -“Before they move us, we move them.”/”Proud to fly Team USA for over 30 years.” (2012–Present) (Used during the 2012 Summer Olympic Games to promote United as the official airline of the U.S. Olympic Team for more than 30 years.
    -“Fly the Friendly Skies” (2013–present)

    • At least we don’t have to wait for Hollywood to make a movie of this. They did it years ago with Nicolas Cage: CON-AIR!!!

  7. This is an unbelievable turn of events. How on earth can it have got that far? I hope they get sued to bits, and that the possibility of prosecutions for assault is pursued to the fullest possible extent.

    As we say here in the UK, this is a Ratner moment. It’s surely going to take something of a miracle for UAL to survive this. Why would anyone ever want to fly with them ever again? My wife certainly won’t as a result of repetitive and blatant racial profiling at the security queue resulting from UAL putting AAAA on her boarding card but not those of her (white) colleagues. Not too keen on visiting the USA either.

    It would also be nice to see some political leadership on this. What’s wrong with changing the law to prohibit overbooking, setting minimum seat pitch / width standards, set a quality standard below which no airline is allowed to fall? It might actually help airline profits go up.

    As things are there’s got to be a growing number of people who would never dream of hopping on a flight to somewhere simply because it’s an awful proposition. Decreasing quality simply limits the size of the market. It’s hard to grow profits if everyone is fed up of what is being sold.

    • AAAA or SSSS (in the US)…these are generated by Homeland Security (or local equivalent). Nothing to do with the airline.

      It’s either random, or passport->profile induced.

      After 911, i got stopped all the time early on getting back to the US from europe (on a US passport, mind you). Like 1 out of 2 flights — had to fly in/out every 3-4 weeks. You then plan for that. Folks were often a bit distant/cold but usually professional (securitas ,etc). Some kids had no clue what they were doing, how to search. Funny. You get searched, your underwear gets out of the bag…lol…you ask them to put the bag back together…was always funny (i learned you have the right to ask and use it when you want to f… with them — sorry!!). You learn humor, travel light, but you can always proceeds once they do their mechanical process. It’s ok and the price for *some* additional security.

      Since Global Entry in the US (i was one of the first to sign up i was told), no problem.

      We always look for evil…but it’s not always there…

      • Yes, it’s important to check out that well known threat posed by Japanese academics attending research conferences in the US. Not. Also, it wasn’t happening with other airlines…

        Regardless of the origins of such a marking, I can’t see us ever bothering to visit the US. We’ll spend our tourist and professional £ elsewhere.

        It’s a ludicrous system anyway. There’s no point looking closely at just those listed on some database. That just means that you look less closely at those who aren’t. That’s not very effective.

        I attended an airport security conference in Brussels a few months ago. I spoke to several US airport operators, and asked them about passengers and attempts to get firearms on board. Judging by their responses it seems that it would be more appropriate to vigorously search US citizens (who have guns), not foreigners (who probably don’t).

        • United committed an assault on the civil rights of a paying customer aboard a full airplane.
          Saying it was legal to bounce a pax for overbooking only applies when anotber paying customer was booked. Not an employee.
          This is outrageous.

          • The passenger acted like a rich spoiled child. You are told to deplane, the crew has the right to do so. I feel the outrageous party was the passenger. He could have been gracious and followed the crews instructions. I saw a crybaby just thinking of himself and not the rest of the passengers who were delayed by his childish antics.

          • Must admit UA got the wrong end of the stick when they selected this guy. What happened to the other 3 that were selected to give up their seats?

            Physically dragging him off in the way they did is however barbaric.

          • I’m with Steve. If you throw a tantrum expect to be treated like a child.

          • So what you are saying is you can randomly abuse someone and their rights?

            It might be informative to know what the law has to say in this regard.

            It seems to me that this was a rare case of a guy sticking up for himself.

            I was dragged off a plane one time as they had not cashed the check I used to pay for my ticket.

            I was horribly sick at the time (unknown until I got on the plane then it hit) all my support was gone, I could not afford to not get on that flight and had to pay again.

            You might try being in his shoes.

            And you might consider if this passes a court case which I seriously doubt it will.

            Your rights have been continuously eroded, including disputes that have self appointed arbitrators making the decisions.

            Funny part is, the ones that condemn the most are usually the ones that are loudest to scream when their rights are violated.

          • On the back of the old airline ticket stock it stated, purchase of a ticket does not guarantee travel or boarding. I am so sick and tired of hearing about civil rights and yet nothing about being responsible. The 4 crew members who needed to board were to make up a crew for 1 or more flights involving hundreds of passengers.
            That man showed very poor and crude behavior by being stubborn and only thinking of himself. What a poor example he set for any young ones on that flight. Years ago traveling with my family, I was asked to give up my seat for another family with very young children. I put myself in their position and relinquished my seat. I was put on another flight a few hours later and that family was together for their trip and everybody made out alright.
            Its time adults started acting like adults and not like children who are used to getting their own was all the time.
            I have experienced other situations where adults made fools of themselves and can only feel sorry for other family members who have to contend with boorish,selfish behavior.
            Its not all about you or me and no one else, treat others the way you want to be treated.

          • @ Geo

            Do you have children? I am sure I am not a perfect parent but I can’t remember treating mine quite like this. Perhaps it is where I have been going wrong all these years…..

          • On the back of German citizens it also said you could be put in a gas chamber.

            Force does not make it right nor legal.

            But when you have a Supreme Court Judge who ruled that a man was obligated to freeze to death rather than leave his broken down trailer, then we have lost sight of things.

            Fine print is not legal, many rulings are contrary to the Bill of Rights both the interpretation and intent.

            I will remind you that putting American Citizens in Interment Camps was also ruled legal.

            That made it the law, but it did not make it legal.

          • ttrnsworld ? your law degree was from where- ? Please notify the appellate courts that they are all wrong re the truck driver.

          • @Sowerbob
            You must live in a wonderful area if you’ve never seen a parent drag a crying kid!

      • I was hoping the classic AA logo would remain and not that gaudy tail.

  8. We stopped flying u.a.l. April 2004 when, with our 4-month infant asleep in my arms, I asked a u.a.l. FA to please help with a light-weight legal carry-on into an open bin above our SAN-SEA reserved seats.

    “DO IT YOURSELF!” replied gracious-customer-service-oriented Ms. u.a.l.


    Generations of our family and friends never fly u.a.l. anywhere!

  9. FLY UNITED- we dont care- we dont have to..

    Apologies to Lily T and laugh in

  10. Denied boarding is one thing, but once the aircraft is boarded, it is the airline’s boarding error. The FAA should mandate higher dollar amounts for deplaning boarded passengers, like 2K.
    The airline failed to do the required minimum effort required by the FAA of providing him paperwork before involving the police, much less going above and beyond to resolve the situation in any way.

  11. Can someone help me understand why Mr. Munoz had to apologize for something UA didn’t do? As I understand, UA staff tried to talk to the passenger and called airport security and they made what we saw.

    I also can’t understand why UA would want to remove a boarded customer to fly staff.

    • Rising Trumpism 🙂

      We do what we want when we want it and without looking left or right. Legal, illegal, smegal.

      Though Trump is the public name giver of an “illness” already observable earlier.

      early after the Berlin Wall was taken down an East Berliner pushed past the queue at the checkout in a West Berlin supermarket. Being admonished he replied: You’ve waited just 5 minutes. I’ve been waiting for 30 years!

        • Note that I did not tag Trump as the “inventor”.
          His public demeanor lured people with a certain (less than savory) mindset out of their closet into an outing.

          • “His public demeanor lured people with a certain (less than savory) mindset out of their closet into an outing.”

            What utter BS!

          • unfortunately not.

            “Wie der Herr, so’s Gescherr”

          • My words.
            He ( and others of his ilk ) are also catalyst to others.
            What was formerly kept under wraps is now accepted in public.
            ( antisemitism was not a new invention in the 1920..30ties what changed was “going active” was accepted and even encouraged. What we see here shows similar mechanics. )
            What Germany learnt from this is that laws can be incompatible with being human.

          • Please show me any evidence (hatred of the US doesn’t count) that unruly passenger or rude behavior in general is any worse than before Trump.

          • you are deviating.

            We are talking about going overboard in reaction and enforcement.

            The “no tolerance” stuff was a mild beginning here.

          • The flight was technically not overbooked.

            Our Doctor also seems to be a bit of a “different” guy. The security guys probably felt some level of elevated empowerment due to airport developments since Mr. Trump become president.

            The Captain should have got (more?) involved as he is in charge of the flight and things wouldn’t have dragged on the way it did.

            But I believe the guilty party is the person/s at United who decided to bump 4 passengers to get that 4 crew members on that flight. Who’s decision was that? Maybe the captain?

            Wonder how good was the landing?

    • “Can someone help me understand why Mr. Munoz had to apologize for something UA didn’t do? ”

      You have partially answered your own question with your last sentence.
      It was UA that allowed all the passengers to board the plane and then announced that four of them had to give up their seats!

      Also, it may be legal to let people pay for a service and then tell them at the last minute that they won’t receive that service (for some people, that is breach of contract, for airlines, it seems to be a different rule) but there are many people out there who do not find it to be a morally acceptable action.

      Mr. Munoz seems to understand that, and even if it wasn’t UA personnel that removed this gentleman, they were the ones who called for those who did do it. Worse, they stood around and let the people they called for perform these actions without uttering a word of protest.

      If it is “their plane” and they are allowed to kick anybody they please off of it, then by the same token, they are responsible for the actions taken in their name on “their plane”.

  12. I can understand the arguments that by rights, United Airlines, or any other airline for that matter, can remove passengers against their will, for any reason they want to come up with.

    I think this incident has highlighted some of the very real problems with air travel today. That is the overwhelming power airlines have that many other branches don’t have, or don’t seem to so frequently wield.

    I am surprised that there aren’t more calls to stop or at least severely restrict this practice of overbooking.

    More to this policy, how do airlines make money off it, if they have to offer $800 or so to passengers to convince (force?!) them to give up their seat?

    • They loose less 🙂

      IMU the whole thing was caused by non rev employee positioning. ( on very short notice? the flight then was overbooked by those ?4? non rev passengers. The non revs _had_ to fly so some paying pax had to leave.)

      Not being able to crew another flight is expensive.
      Much more than some measly $800 compensation offered.

      • Bumping confirmed passengers to transport unreserved passengers, including staff on standby, is probably illegal:

        CFR250.2a Policy regarding denied boarding.

        In the event of an oversold flight, every carrier shall ensure that the smallest practicable number of persons holding confirmed reserved space on that flight are denied boarding involuntarily.

        — It arguably wasn’t an oversold flight if they substitute staff on standby for passengers with a contracted booking. Even so, it wouldn’t be the minimum practicable. My interpretation is that United need to pay what it takes (ie real money instead of vouchers) to get volunteers in this situation.

        Leaving aside United’s treatment of Dr Dao

        • Interesting point. However we are not talking about denied boarding. The fact of the matter is, these people were already on board and seated.
          In my eyes, this makes the whole situation worse, but the law, once again, sees this differently from me. The question is, where does justice stand?

        • Had Dr Dao complied with the crews instructions, his treatment would not have been what finally resulted. He could have left his seat an be accommodated on another flight.
          Over the years I have what flight crews put up with when dealing with belligerent, self centered people and some professional people who feel rules don’t apply to them.
          What the videos do not show was the crew trying over and over to reason with this man and his holding up the flight for the rest of the passengers.

          • How many Pax?

            Did they try to do the coercion routine with everyone
            or was he singled out?
            His claim seems to have been to have urgent patient care waiting at the destination.

          • I would say there are three policies for United to look at, one of which addresses your issue:

            1. The simple one. No involuntary denial of boarding unless there are too many passengers actually booked. It’s probably what the law says. If the airline needs to move staff, it comes down to a commercial decision. What compensation is the airline prepared to offer to get the volunteers that will allow the staff to take seats on the aircraft?

            2. Difficult one. Ignoring this particular incident, involuntary denial of boarding may seriously annoy passengers, who could be stubborn, without actually being aggressive. Treating those passengers as troublemakers is wrong. Staff need to be trained to be tactful, but firm.

            3. Appropriate use of external security. United, not the local law enforcement agency directly responsible for the thuggery, are getting the “We don’t beat the competition; we beat you.” jokes. If security are called on to sort out the airline’s problems, the airline will get the hit on anything that goes wrong. Airline staff need to know when to involve external security as a last, not a first resort. In some cases have them present but allow airline staff to deal with the passenger first

          • @ Steve

            Other passengers beg to differ. You are very keen to accept the airline view. Most passengers, most of the time are absolutely willing to accept the issues. On this flight there was a revolt against a bumping for no other reason that non scheduled crew needed space. I know it makes your schedule work Steve but that is fundamentally different to overbooking or other issues. I have been bumped and sometimes been sanguine about the deal other times fought to ensure access when things are more urgent.

            I get the strong feeling the passengers on this flight were poorly managed and treated with disdain from beginning to end. Your defence of the actions are quite telling. There are contractual rights and there is service, why should a passenger on one flight give a tinker’s cuss about the belated crew placing on another flight. Abjectly poor management from begining to end, the end being The CEO suggesting it is a non problem

          • I was changing planes in San Juan going to Aruba. A loud mouth woman was berating the young gate agent as to why her and her husband were not seated together. Her constant yammering drew a crowd while her husband stood by the wayside, keeping quiet. This went on for about an hour and still complaining about the seating arrangements. I told the young gate agent she did nothing wrong as their travel agent did not make seat assignments for them.
            They boarded the plane and still she complained loudly that they could not sit together for the 1 hour flight. Finally an agent told her they could go in first class on the next flight many hours later. As they got up to leave, the rest of the passengers broke out in applause as they left. What a milk toast husband. So they had to wait a good part of the day in SJU and arrive in Aruba at night.

          • Steve, I love your cavalir comment “He could have left his seat and be accommodated on another flight” On another flight yes, but when?
            I’m reminded of a recent experience in Denver. I was booked out on the last flight of the day on a Sunday evening. The flight was oversold and the airline was asking for volunteers to be “accommodated on a later flight”. Being retired and not really “needing” to get home that evening, I approached the gate agent to see what the airline had to offer. “A $200 travel voucher and a confirmed seat on the next available flight”, was the response. So I asked, when is that next confirmed seat available? “Next Wednesday” was the sheepish reply. “You will put me up in a hotel and feed me until then”, I asked. “No”, was the reply, “that is what the travel voucher is for”.
            What a wonderful deal.

          • Sowerbob “I get the strong feeling the passengers on this flight were poorly managed and treated with disdain from beginning to end. ”

            It’s a United flight so that is pretty much a given.

          • This goes far deeper than United and a policy.

            It goes to the heart of fine print being declared legal when in fact it is not.

            UAL is a symptom as is Trump

            Its also a warning

            Once you are legally boarded, then there is zero justification to remove.

            The Airlines are obligated to buck up and get their dammed crew to Lexington some other way.

            As I told an Emergency Room doctor who refused to come out and deal with a car wreck victim who very possibly had lethal internal injuries.

            Either you conduct this as an emergency room or you close the bleeping place down and I would have taken him to a real one.

            I was told by the police that they had “changed their policy” after my confrontation (in which I was moving to drag the doctor on call out of his break room drinking coffee)

            And yes I was pissed as the same person who was working on dying was responsible for almost killing my wife and myself, a number of other people and a group trying to help who did not know he was drunk and putting themselves at risk (which was the only reason I hauled him in was for their sake, if it was for his sake he would still be in that mangled wreck, but once I undertook that obligation I was damned well going to do it t the best of my capabilities as that was m commitment to the good Samaritans who did not realize what that clown truly was)

            Public Transit has obligations that are above and beyond a factory private property.

            If you are not going to adhere to rights, then get out of the business.

          • Uwe:

            It does not matter. People have dug up his history which is not good and that is just an excuse to justify it.

            It may surprise people, but I believe to the best of our ability we treat ALL people with humanity.

            That includes murders, pedophiles ISIS and Al Queda.

            That does not mean we do not deal with them, but we do not take ourselves down to their level.

            I differentiate conduct in the heat of combat which this was not.

  13. There has been a steady decline in the civility on aitctaft over all the time that I have been flying from both passengers and crew. There is an over officiousness (?) prevalent with cabin crew who are likely to invoke the ‘security’ excuse if they do not get their way and this often leads to very poor customer service. I am certainly not saying that passengers be given free reign to do what they like but the ‘customer thing’ has been lost in the vesting of too much power in those who have the potential to abuse it. Common sense is the first thing to go out of the window.

    The story is not who is right or wrong in my view, it is the quite ridiculous PR attempts by UA to contain matters. Do they really see this as the fault of the passenger however ‘selfish’ that customer behaves? He was boarded. The flight was not technically overbooked. There must have been a better way of encouraging one more person to leave, money, passenger selection, etc etc. And there appears to have been excessive use of force. There appears to have been a possible language barrier and unfamiliarity of the customer with process, leading to plain fear and confusion. I was taken off a flight with a number of others when flying internally in CIS late one night many years ago.The others selected were all, like myself non nationals, mostly ethnically distinct. Was I a bit concerned? Too bloody right I was.

    When a company stands on its terms and conditions you know it has gone wrong.

    • And when Society ahs allowed the right to erode to those same terms and conditions, we are on the wrong patch.

  14. All this for a flight that could be substituted with a 5 hour drive! UA could have found a bigger plane in ORD or seats on another airline but if all else fails they could have hired a cab or uber to go there. They would have been in Louisville by midnight. Not ideal but if that is the worst outcome…

  15. Thank you Chris!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

    So, you remove 4 revneu passengers already bored for paratise?

    You can move them on a charter aircraft of get them a Ferrari and stuff all of them in it and pay the tickets that occur on the way.

    Or get a charter flight and get them there. Those folks have their heads up the jet exhaust.

    So, you think we can’t all get stuffed into a gas chamber, this might be a wake up call for you.

    Law enforcement should have looked at United and said (up yours) . This passenger is not unruly, he is legally seated and we are not here to enforce your BS:

    The police work for the Community, not the airlines (I know its a shocking thing to think that the United States does not exist for the entire benefit of Corporations but there is that contention)

    And United is still waffling, its going to be April 30th before they make a decision. Really?

    Sorry folks, we really screwed up big time, it will NEVER happen again. You have my word or my resignation if it does.

    I hope this guy sues the living daylight out of all involve including law enforcement.

    You need an eviction notice to remove someone from their place, even if its not their, signed by a judge.

    • “Law enforcement should have looked at United and said (up yours) . This passenger is not unruly, he is legally seated and we are not here to enforce your BS: ”

      Any behavior that is judged to be “interfering with the flight crew” is illegal. The meaning of “interfere” is intentionally vague. If you don’t like being taken off a plane you can try your luck in civil court but their action was quite legal.

      • Wrong. Even United terms and conditions dont allow them to remove a seated passenger to accommodate another crew.
        You are referring to terms that would apply to a passenger who wont sit down, not the circumstances here. The flight crew would be behind a locked door anyway. Cabin crew dont have an easy time, but staying in your seat and saying I paid for it doesnt amount to interference.

  16. In the context of airline safety culture, where seatbelts must be on at low speeds to the gate, where nobody can get up when aircraft are stuck on snowy taxiways for hours, the disregard for safety in the video is strange. The police do not clear the surrounding passengers before starting a forceful removal in a crowded confined space. Somebody in the next rows could have caught an elbow to the head.

  17. This brings up, what if a flight crew order you to move from an aisle seat to a middle seat, do they owe you compensation? Yes, because they defacto have a differentiated charge for it.

    The whole nature of the airline-passenger exchange has evolved into detailed sevices and their incremental charges. Boarding order, overhead storage access, and different seats (aisle, middle, window) are all now part of the detailed ticket cost on most airlines. If the crew uses their authority to change any of this once the passenger is boarding or seated, the airline owes them financial compensation to make them whole.

    The FAA needs to mandate compensation for any of these changes.

    • Airlines the size of UA, AA etc could consider to have a smaller jet or two in the US on “standby” that will look after events such as these.

      Think how many “browny” points UA can score from this if they order 2 Embraer Legacy 650E’s for example as support aircraft to ensure that this will never happen to any of their passengers again.

      • “Think how many “browny” points UA can score from this if they order 2 Embraer Legacy 650E’s”. Totally not needed. Issues regarding travel come up every day, cancellations, bad weather, crew shortages, etc. Where would UA, AA DL, base these 2 spares with crews? We live in an imperfect society, its how we handle situations that come in a sane and rational way. A woman in the far east missed her flight and she went on a rampage, yelling, screaming at airport personnel, and kicking the podium.
        Bad behavior has become a common way to deal with disappointments in life. Your candidate did not get elected, block streets and highways, break storefront windows, throw garbage at police and vandalize cars.
        That doctor is not one I would go to. He showed the world how infantile and unreasonable he was.

        • Their main Hubs.

          But remember the main thing for listed companies are the share price. This will change the perception of the company, more than ordering 100 B797.

          “WE ARE THERE FOR YOU”.

        • @ Steve

          I am sorry but you are wrong. The sheep argument goes only so far. If you do not appreciate there is something wrong, your are too operations oriented. There are limits and when those limits are exceeded to this extent quite rightly the airline needs to take the flak. The actions were deplorable, a 69 year old man is dragged down an aisle bleeding for the only reason that he is not willing to fit within the self limiting constraints of an airline. This aircraft was not overbooked simple as. This is an assault on the liberties of an individual, not a contractual nicety

          • I stand by what I said. All this could have been prevented had he left the plane and been put on another flight. Over the years I have had much contact with the public and for the most part, many handle disappointments in stride. I have been yelled at, threatened, and told they would never do business with me again. Other times I told some neurotic customers it would be best if they went somewhere else as we could not satisfy them. Good riddance!
            What I am saying is that over the last 20 to 30 years, reasonableness, civility and being able to accept something other than what you expected have vanished.
            When you show yourself to be reasonable, you will be treated better. Its all up to us.

          • Whatever you think of it it was quite legal, no way around it.

          • No it wasnt legal Geo.

            United has more discretion about who it can deny boarding but removing a seated passenger is much more limited. Those who know about such things have looked at Uniteds list of contractual reasons to take you from your seat, accommodating crew is NOT one of them.

    • UHH Suggest you first read the laws involved in that case. The employer had the law on his side. Judges do not make the law

      Nor do they have unlimited discretion.

      Please put down the bong

      • Germany had the law on its side, so did the US in internment Japanese Americans.

        The law ruling does not make it LEGAL.

        What the UAL and the like have on their side is bought and paid for Judicial system that ignores the Bill of Rights.

        It may be the law but it is NOT LEGAL and you need to understand the difference .

  18. Following this incident there is a good chance United will take a second look at the C Series because it offers the widest aisle in the single-aisle category. This means that passengers can evacuate, or be evacuated, more safely 😉

  19. This says it all

    CHICAGO (AP) — The passenger dragged from a United flight lost two front teeth and suffered a broken nose and a concussion, his lawyer said Thursday, accusing the airline industry of having “bullied” its customers for far too long.

    “Are we going to continue to be treated like cattle?” attorney Thomas Demetrio asked.

    The passenger, Dr. David Dao, has been released from a hospital but will need reconstructive surgery, Demetrio said at a news conference, appearing alongside one of Dao’s children. Dao was not there…. goes on

    A charter flight for the 4 crew would have been MUCH cheaper

    To say nothing about a CEO with platinum foot in mouth

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