If there is one thing that United Airlines learned from the Dao incident, it is not to blame the customer.
If you haven’t heard yet, a dog tragically died on a United flight on Monday evening. Here’s a summary of what happened:
- Incident occurred on UA1284 from Houston (IAH) to La Guardia (LGA)
- Woman traveling with her teenage daughter, infant, and dog
- Pet carrier allegedly did not fit fully under the seat in front of her (perhaps because she had a diaper bag or other items as well)
- Before takeoff, FA demanded that the woman place dog (inside carrier) in overhead bin
- Woman refused, pointing out it was a dog
- FA again demanded the dog be placed in overhead bin
- Woman complied.
- Dog barked during takeoff, but fell silent during flight
- With infant in arms, dog was not checked on during flight
- Upon arrival in New York, dog was found dead
- Woman broke down and wailed in aisle
- FA claimed she did not know it was a dog
- Other passengers chided her for lying, stating she had said, “You need to put your dog up here”.
- FA admitted she knew it was a dog
This is an incredibly tragic story. Incredibly tragic. Read this passenger’s account and you cannot help but to tear up.
In the era of throwing passengers off for not following FA instructions, I place no blame on the mother of two for not standing up for herself.
United Takes Responsibility
United Airlines has issued the following statement–
This was a tragic accident that should never have occurred, as pets should never be placed in the overhead bin. We assume full responsibility for this tragedy and express our deepest condolences to the family and are committed to supporting them. We are thoroughly investigating what occurred to prevent this from ever happening again.
I’ll address consequences later today, but for now I just want to point out that United’s response is quite unlike the self-inflicted wounds of the past.
In the pre-Dao area, the passenger would have been blamed for complying with the FA, for not checking on the dog during the flight, and/or for having too many carry-on items.
That was not the case here. While talk is cheap without meaningful action, United’s statement is on-point and appropriate. At the very least, at least United has learned how to better word public statements.
But that doesn’t absolve United of what happened in any way. More on that later on.
image: SuperJet International / WikiMedia Commons
When did the FA admit that they knew there was dog in the carrier? (The last bullet point)
This was according to the linked account of one passenger.
Agree with everything you say. When you screw up, admit it.
Some very interesting data…
2017 Animal incidents:
United Airlines: 18 deaths, 13 injured, 31 total incidents out of 138,178 pets transported.
ALL OTHER US-BASED AIRLINES COMBINED: 6 deaths, 2 injured. 8 total incidents out of 368,816 pets transported.
source: https://www.transportation.gov/sites/dot.gov/files/docs/resources/individuals/aviation-consumer-protection/304371/2018februaryatcr_0.pdf
Hi Matthew!
This story is so sad, yet very frustrating. I wonder about your “take” on things as well? Will you write more on this? Allow me to share my own reasons for concern here…
– Brachycephalic breeds are at high risk — this is something we’re taught in Airlines 101 (former gate agent here). Why wasn’t the passenger advised? Why isn’t this a criterion great emphasized?
– I fly with an E.S.A. and have successfully done so in the past. I troublingly suffer ochlophobia — fear of crowds — and diagnosed with PTSD. (My life-changing event happened 2 years after retiring from The Industry.) Put me in an airport in Fargo, North Dakota or Redding, California? I’m pretty good. But LAX? SFO? ORD? A different deal. My E.S.A. solution is a 22 pound goldendoodle with whom I discreetly travel along the walls of busy concourses. My dog has successfully passed the AKC’s Canine Good Citizen testing (10 basic commands). But in the aftermath of VENTIKO, the Brooklyn performance artist and photographer, who arguably pushed-the-envelope by requesting her peacock come aboard a UA flight at Newark, the UA implemented stiffer regulations/requirements 3/1/18, My experience: I was NOT advised of the new requirements in effect 3/1/18; despite my record locator data. Furthermore —
— I ran into confusion on the phone and via email with UA, regarding enforcement and the new forms required. Two different staffers had two different definitions. A third declared my situation as “OK.” (whew)
— While VENTIKO (“The Peacock Lady”) helped the industry buckled-down on things more for those of us who super-duper rely on E.S.A., cannot help but think she’s culpable/plays a role. Does she even know? Had this French bulldog puppy event happened in April or October…rather than LESS than 2 weeks after the new rules…would this have been a different story?
— Cannot help but think this event is a classic example of “THE BYSTANDER EFFECT.” (Look that one up, too?) If I had been a passenger and seen this happening — espite the Xanax coursing through my body at the time — I would’ve popped up and voiced concern as my own E.S.A. “doing her thing” to calm me. What happened here? Was this a LEAD FA whom others feared or even thought of as a “dragon lady” and had desires for retribution? If so…it worked.
Wow.
Just…wow.
Sooooo wrong on so many levels, Matthew.
I’m also wondering if perhaps the FA’s own personal upbringing didn’t include dogs? And there was a lack of compassion in this regard, too? I’m not dissing her — but pointing out how a cultural difference further exacerbates the situation.
My SINCERE THANKS for this forum. I’m so saddened by this course of events…(!)
What a crock. This stupid woman should never have been traveling with a dog AND an infant. Also, the kennel needed to be stored somewhere. If it did not fit under the seat, it should have been removed from the plane. Where else should it have gone — the closet?
I also find it implausible that the woman could not check on her dog during a 3.5 hour flight. Infant notwithstanding, what about her “teenage daughter?”
What is clear to me is the extent to which some people want tragedy and drama in their lives.
Oh please with this nonsense. Dogs shouldn’t be allowed in the cabin of a plane at all. Either put them in the cargo hold where they belong or leave them in your hometown at the pound. I am sick of having to accommodate selfish dog owners who expect everybody else to appease their selfish desires to carry around a flee bitten smelly animal everywhere they go. If you want to take your furry friend then drive to wherever you’re going and give the rest of the world a break.. And don’t forget your plastic bag to pick up after your four legged child as it seems a lot of you supposedly responsible dog owners seem to leave doggie deposits everywhere in sight.