United Airlines Announces 10 Changes to Improve Passenger Experience

By Paul Riegler on 27 April 2017
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DSC_0825Following a spate of incidents with passengers that ranged from an elderly passenger being dragged off an aircraft to a dead giant bunny, United Airlines announced a series of updates and changes to its policies “to prevent a terrible event like this from happening again.”

The policies are intended to prevent episodes such as those. We present these changes in United’s own words from its Flight 3411 Review and Action Report.

  • Limit use of law enforcement to safety and security issues only.
  • Not require customers seated on the plane to give up their seat [sic] involuntarily unless safety or security is at risk.
  • Increase customer compensation incentives for voluntary denied boarding up to $10,000.
  • Establish a customer solutions team to provide agents with creative solutions such as using nearby airports, other airlines or ground transportations to get customers to their final destination.
  • Ensure crews are booked onto a flight at least 60 minutes prior to departure.
  • Provide employees with additional annual training.
  • Create an automated system for soliciting volunteers to change travel plans.
  • Reduce the amount of overbooking.
  • Empower employees to resolve customer service issues in the moment.
  • Eliminate the red tape on permanently lost bags by adopting a “no questions asked” policy on lost luggage.

The policies are to go into effect immediately, the airline said.

(Photo: Accura Media Group)

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