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 student, she referenced a number of classic test cases that led to a similar result. Maybe […]
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 to police officers– A key part of the exchange: Dao: ‘I won’t go. I’m physician. I […]
Details Emerge on Identity of Doctor Dragged Off United Flight
Wow! Details about the doctor thrown off the United Airlines flight on Sunday are emerging. He’s quite a character, but I’ll explain why we should not become sidetracked by his past. I do approach this topic cautiously. Surprisingly perhaps, what first comes to my mind is the law surrounding the presentation of evidence in rape cases. In […]
IHG “Destined” Replaces Luxury & Lifestyle For Select Agencies
IHG’s premium Luxury & Lifestyle program is being reinvented as “Destined” with a simplified structure and improved benefits. If you are considering booking travel or signing up for a new credit card please click here. Both support LiveAndLetsFly.com. If you haven’t followed us on Facebook or Instagram, add us today. IHG’s Premium Benefits Program For travelers booking IHG’s premium and luxury products, life […]
No Room At The Hampton Inn: Hilton Won’t Discuss Its Oversell/Walk Policy
I reached out to Hilton several times asking questions about their overbooking/overselling “walk” policy and despite my best efforts, they simply wouldn’t answer my very simple questions. Why? If you are considering booking travel or signing up for a new credit card please click here. Both support LiveAndLetsFly.com. If you haven’t followed us on Facebook or Instagram, add […]
Corporate Travel: Comfort Vs. Price
Price is still king when it comes to corporate travel, but queen comfort is a powerful consort. I was speaking to a friend of mine last week about his corporate travel policy. He works for a software company in the Bay Area and his travel booking system actively blocks United…this policy began after the Dao […]
Be Very Afraid: United Airlines Loosens Onboard Photo Policy
Take it from the guy who was thrown off a plane for taking a picture of his seat…there is going to be stiff flight attendant resistance to United’s updated onboard photo policy. And maybe some passenger pushback as well. I’m the guy a FA threw off a flight from Newark to Istanbul in 2013 for […]
Commentary: United Hires a White House Press Secretary
United Airlines has named former White House Press Secretary Josh Earnest as its Chief Communications Officer. In a press release, United describes his job description: At United, he will be responsible for developing the company’s global communications strategy, leading a world-class team to execute it, working closely with the company’s leadership to shape the airline’s public […]
United CEO Turns Down Lucrative Bonus
United CEO Oscar Munoz has turned down a lucrative bonus package, claiming it sends a message on accountability. In a note to employees, Munoz said in part: [Y]ou may hear that I did not receive a bonus for 2017. I suggested this to our Compensation Committee because I felt it was important to send a […]
Live and Let’s Fly Weekend Digest: April 15, 2018
Greetings from Los Angeles. It is good to be home after two nearly weeks in Europe. I had a fabulous trip (hope you have been enjoy the Italy road trip report), but there is no place like home…especially after being away from my wife and son for so long. This week I’ll finish up the […]
United Will Focus on Compassion, Dignity in New Employee Training
United Airlines is sending employees back to school with a laudable goal: cultivating the compassion, discernment, and empathy of every front-line worker. Almost a year after the Dao incident, United is following through on its promise to fundamentally reshape its customer service model. > Read More: United Airlines Reveals Major Policy Changes As part of the […]
United’s Surprising New Emphasis in Customer Service Training
I’m hearing from an inside source that United Airlines has embarked upon a major reeducation course (they call it “training”) for front-line employees, focusing on improving customer service. Trainings are routine and ordinarily not newsworthy. But in light of the Dao controversy and the public spotlight on United, I do think the emphasis of this […]
How United Airlines Will Empower Gate Agents with More Discretion
The Dao incident was a life-changing event at United. While the airline may not have been hurt financially by the unforced error, it is causing a change in culture. CEO Oscar Munoz has just spent three weeks in various United hubs, speaking to gate agents and customer service representatives (CSRs) on empowerment. In a speech […]
Frontier Airlines Forgets to Collect Fee, Kicks Off Child
While Kyle and his family may have had a good experience on Frontier Airlines, I’m not touching the airline with a 10-foot pole. First they throw off a senior citizen for complaining to his daughter about a long delay. Now they throw off a 12-year-old after failing to collect the unaccompanied minor fee until the […]
United Airlines Wins Lawsuit Against untied.com
For the last two decades, a Canadian professor has collected complaints against United Airlines and posted them to his website, untied.com. Now a Canadian Federal Court has ruled that his website violates United’s trademarks and copyright. Jeremy Cooperstock, founder of untied.com, vows to fight on. He has collected over 31,000 complaints since 1997 and his […]
New Audio and Video from UA3411 Dragging Incident
As we try to piece together an accurate storyline of the UA3411 incident, new audio and video brings a new twist to the controversy. Gate surveillance video obtained by NBC News shows that passengers de-boarded and then boarded again before Dr. Dao was dragged off. While conceivable this could just be some fancy editing, the timeline suggests that […]
