United Airlines' Corporate Clients Are Pushing for Customer Service Fixes

Oscar Munoz, the CEO of the United Airlines on Wednesday said that no employee of the organisation, including himself, will be fired over the dragging of a man off their plane due to overbooking of passengers.

Government watchdogs and consumer groups alike have predicted that the dragging incident could lead to new rules from Congress or the U.S. Department of Transportation strengthening passenger rights.

In the week since United Airlines made headlines when a ticketed passenger was aggressively hauled off his flight, the company has updated its crew travel policies to ensure passengers won't get booted and compensated all travelers on the fateful fight.

United spokeswoman Megan McCarthy said the airline looks "forward to meeting with the committee and sharing with them the comprehensive review and the customer-focused actions we will communicate next week". The airline will also reportedly no longer call law enforcement to remove passengers from its flights unless there is a safety issue.

"A lot of people have ideas and thoughts about how we can make things better, but in that segment, there's been a lot of support", said Munoz.

They were told to leave to make room for four United crew members en route to the plane's destination in Louisville, Kentucky, where they were to staff another flight. And as Munoz has repeatedly done in recent days, he apologized to customers and said he took full responsibility for what happened on Flight 3411, including the forcible eviction of David Dao.

The incident on United Flight 3411 last week that sent the airline into an unprecedented public relations crisis hasn't caused it to downgrade performance expectations going into the second quarter.

After the market closed Monday, United reported a $96 million first-quarter profit, down 69 percent from a year earlier largely because of higher costs for fuel, labor and maintenance.

That goes for business from customers in China, where backlash was particularly fierce, said Munoz, who said he spoke with officials with the Chinese consulate after the incident and expects to address it with customers during a previously planned China trip in a couple of weeks.

Mr Munoz has declined to address that change until the airline finishes an internal review.

Scott Kirby, airline president: It's really too early for us to tell anything about bookings and in particular last week because it was the week before Easter.

"Many of us who fly frequently have experienced overbooking situations", Lipinski said, "but obviously how it was handled in this circumstance was unacceptable, and no passenger should ever be put through what this individual was".

His latest apology came as surveys in the USA hinted at the damage the incident has done to United's reputation.

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