United Airlines changes policy on staff taking overbooked flights after scandal
Airline provoked outrage after a 69-year-old was dragged screaming from the plane
Your support helps us to tell the story
From reproductive rights to climate change to Big Tech, The Independent is on the ground when the story is developing. Whether it's investigating the financials of Elon Musk's pro-Trump PAC or producing our latest documentary, 'The A Word', which shines a light on the American women fighting for reproductive rights, we know how important it is to parse out the facts from the messaging.
At such a critical moment in US history, we need reporters on the ground. Your donation allows us to keep sending journalists to speak to both sides of the story.
The Independent is trusted by Americans across the entire political spectrum. And unlike many other quality news outlets, we choose not to lock Americans out of our reporting and analysis with paywalls. We believe quality journalism should be available to everyone, paid for by those who can afford it.
Your support makes all the difference.United Airlines has changed its policy on giving staff last-minute seats on full flights following the fallout from it dragging a screaming passenger from a plane.
Dr David Dao lost two front teeth and suffered a broken nose after he was forcibly removed from the overbooked flight from Chicago to Kentucky last week so a member of staff could take his seat.
Footage of the incident, where several security officers dragged Dr Dao’s hands and legs from the plane, was shared widely on social media.
A leaked letter to employees by United’s chief executive Oscar Munoz revealed the crew had been trying to make space for four employees of a partner airline.
He said the staff had first asked for volunteers to get off the plane and offered $1,000 in compensation, but when no one volunteered they approached individual passengers to deny them boarding.
Three agreed to leave but Dr Dao, who said he needed to return to Kentucky to treat patients the next day, refused and told them they would need to drag him off.
Mr Munoz claimed Dr Dao had been “disruptive and belligerent” but made no mention of the use of excessive force in the initial email.
The 69-year-old's lawyer said he will need to have reconstructive surgery and has announced he plans to sue the airline.
His daughter, Crystal Dao Pepper, later told a news conference in Chicago that the family had been “sickened” by the incident and his lawyer described it as worse than what he had experienced while fleeing Vietnam.
The airline has now said in future that any crew members that needed to travel would be allocated seats at least an hour before departure.
The company said the move was aimed at improving its customer service.
Mr Munez later apologised for the incident after online petitions calling for his resignation reached thousands of signatures.
In a statement he said: “This is an upsetting event to all of us here at United. I apologise for having to reaccomodate these customers.”
He said he felt “shame and embarrassment” and it would never happen again.
Everyone who was on board the flight has been offered full compensation.
Join our commenting forum
Join thought-provoking conversations, follow other Independent readers and see their replies
Comments