The Chicago-based United Airlines airline is reviewing policies with regard to handling oversold flights to prevent similar incidents, and talking to some passengers and employees on how the airline can take a more "common-sense approach".
The incident shined a new light on the practice of overbooking, which airlines increasingly rely upon to avoid losing money on seats left when some passengers do not show up for scheduled flights.
United Airlines, City Of Chicago Will Keep Evidence Related To Passenger Dragging: Lawyers for Dr. David Dao had asked for a court order last week so that video and records from the flight wouldn't be discarded.
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'It's never too late to do the right thing, ' a statement from Munoz read.
In response to the public outcry over the incident, United has said that it will require its employees to book seats on hour in advance, to avoid similar incidents of passengers being forced to give up their seats after boarding. "It was a system failure across various areas". Security was called and after a violent tussle with the passenger in his economy-class window seat, the medic was dragged off, apparently unconscious, with two teeth missing, a broken nose and concussion.
"We've always thought to repay our customers" trust with the highest quality of service and deepest level of respect and dignity, ' Munoz said.
Because the incident aboard United Express Flight 3411 was a systemic problem, the company won't fire anyone in management - including Munoz - or its rank-and-file workers. He noted that the board of United Continental Holdings Inc has supported him.
And some United States politicians have called for a total ban on overselling flights. Munoz declined to say whether the airline would end overbooking sales until the comprehensive review is completed.
"It's really too early for us to tell anything about bookings and in particular last week because it was the week before Easter, that's normally a very low booking period", said United President Scott Kirby.
Enthusiasm for the airline's first-quarter financial results, in which United's profits beat analysts' expectations, was tempered by vows to learn from the incident and put the focus back on customers. "They can and should expect more from us", said the CEO.