Until these sorts of customer service stores stop springing up, I will continue to cover them. A man was thrown off a Delta flight for having the audacity to use the lavatory…during an extended ground delay. I’ll boil it down–...
Details: United and David Dao Reach Settlement
Just a hunch, but I think Dr. David Dao finds himself a very wealthy man tonight. His attorney has announced a settlement has been reached. In a press release (.pdf) from his attorney, we learn that Dao has reached...
Involuntary Denied Boarding (IDB) Process on United
United Airlines pledged it would not overbook as many flights, but it will continue to overbook. Although the chances of you getting bumped are very low, here’s how United handles an oversell situation. As part of the wholesale re-evaluation of its...
United Shares Comprehensive Timeline of UA3411
In addition to an ambitious new ten-step customer service plan, United also issued a document entitled United Express Flight 3411 Review and Action Report. You should read that, but also read United’s letter to the Senate Commerce Committee for even more insight. The public report begins...
Breaking: United Airlines Reveals Major Policy Changes
Acknowledging the disastrous aftermath of the UA3411 incident, United Airlines CEO Oscar Munoz promised a comprehensive review of the way United did business. The review is complete and major changes are on the horizon. I’ll address the policy changes in more detail below,...