Although it should come as no surprise, two of the Chicago Aviation Police Officers who dragged Dr. David Dao off UA3411 tell a very different story of what happened. Obtained via a Freedom of Information Act request by the Associated Press,...
Review: Los Angeles to London in United 787-9 Polaris Business
I’ve asked my six-month-old son Augustine to offer his thoughts on his very first flight, from LA to London on United Airlines in Polaris Business Class. The day of the big trip finally arrived. Mama and Papa had been looking...
Scott Kirby Positions Himself to be Next United CEO
Did you notice something about the pair of recent United bad publicity stories? Not a word from United President Scott Kirby. I believe that was strategic. CEO Oscar Munoz emerges from these events (the leggings incident and UA3411 incident) tarnished. Even...
Live and Let’s Fly Weekend Digest: April 23, 2017
Another week, another onboard airline altercation gone viral. I’ve spent most of the day offline today. My goal is to take one day off per week–not always possible, but my wife puts up with a lot during the week so...
Already? United Airlines Cuts Back on Polaris Amenities
United Airlines is cutting back on pillows and mattress pads in Polaris Business Class. As reported by Brian Sumers, the following memo went to FAs– Amenities – effective May 01 Customers and flight attendants both reported that there are...
United Airlines Regrets Leaving New York JFK
United left New York JFK in 2015, a decision it now regrets. I covered United’s departure from JFK extensively– United Airlines Leaves JFK, Moves p.s. to Newark United JFK Employees Say Goodbye to Home, Hello to Uncertainty Onboard Video...
Man Falsely Accused of Child Trafficking on United Flight, Humiliated
Imagine being accused of child trafficking because your children have lighter skin than you do. That’s what happened on a United Airlines flight. Disclaimer: just like I don’t trust Breitbart News, I don’t generally trust the Huffington Post. However, the...
United CEO Writes Me a Letter
United Airlines is still suffering fallout from its disastrous handling of the UA3411 incident. In a letter to United’s “most valued” customers, CEO Oscar Munoz apologizes and vows to reform the customer service experience. Here’s the letter, sent to me...
Bumped from United? Free Private Jet Flights
If the thought of being dragged off a United flight bruised and bloodied is not exciting enough, you may be able to get a free flight on a private jet too! JetSmarter, the “Uber for private jets” is inviting...
For Your Protection, No Ice Cream Sundaes on United Airlines
A signature element of United Airlines’ business class service on transcon and longhaul flights is ice cream sundaes. But if you have flown United this week you may have noticed sherbet served in a paper container rather than the usual sundae. As part of...
United FAs Refuse to Help Disabled 94-Year-Old Butter Bread, Walk to Lavatory
Cruel and heartless customer service or merely protecting the integrity of the business class cabin and stopping a scammer from trying to upgrade? That’s one question surrounding another United Airlines story that will leave you feeling sad. But the greater...
Honeymooners Thrown Off United Flight
In light of the disastrous UA3411 incident, it seems that people are a sensing an opportunity to take advantage of United Airlines. Or maybe United is still just tone deaf. A married couple embarking on their honeymoon to Costa Rica was thrown off...
United CEO Apology Tour at Asian Consulates
Apparently United Airlines CEO Oscar Munoz paid visits to Japanese and Chinese consumes this week in the aftermath of the UA 3411 controversy. Although United has thus far not responded for my request for comment, I’m told that Munoz visited Japanese and...
United Airlines Board of Directors Addresses Controversy
The United Airlines Board of Directors has been silent this week over the UA3411 controversy. Until now. In a letter directed to employees, the Chairman Robert Milton offers his take on what happened and what United will do about it. The...
Is Oscar Munoz a Liar?
I’ve stood by embattled United CEO Oscar Munoz throughout the passenger dragging incident saga, but one issue puzzles me–who is telling the truth on reaching out to Dr. Dao? Earlier today I wrote about the elaborate press conference staged by...
Lawyers Stage Elaborate Press Conference to Pummel United Airlines
The pageantry of a made-for-TV legal case was on full display yesterday, as Dr. David Dao’s lawyers used a carefully staged press conference to lay out their case against United. Here’s the press conference — 1hr in length — In the...
Why Didn’t Anyone Help the Bloody Passenger?
Leadoff questions: if the treatment of Dr. David Dao was so immoral, why didn’t any of his fellow passengers try to stop it or also leave the flight in protest? In discussing this issue with my wife, a psychology...
A New Job Opening at United: Public Relations Manager
Want to help United Airlines avoid another #leggingsgate or #bumpgate? Now’s your chance! The carrier is hiring a Public Relations Manager. You can read the full job description here, but I do find the opening paragraphs of the job...
One New Video, Two Competing Narratives – Passenger Interaction with Police Prior to Ejection from United Flight
A new video has surfaced documenting the words exchanged between Dr. David Dao and Chicago Aviation Police prior to Dao’s removal from a United flight on Sunday. Here is the video, which shows a belligerent yet paradoxically calm Dao speaking...
Must See: United CEO on Good Morning America
United CEO Oscar Munoz appeared on ABC’s Good Morning America today as the first stop on his apology tour for the passenger dragging incident. The seven minute interview is worth a watch– Munoz is guarded in his words, yet does...
