LyrArc Article Gist
Action United Airlines is taking after the episode of bumping passengers on a flight to Louisville caused public protest in media with live pictures, include offering more financial incentives to passengers to vacate seats on overbooked flights, and setting up new rules for handling such situations. Upto $10,000 will be offered to passengers in travel vouchers. Only safety and security would be considerations once passengers are already on the plane. Other airlines are also taking these steps- Delta has set $9950 as the amount maximum to be offered to passengers as vouchers. Other steps United is taking are special call center for overbooking, and reducing number of overbooked flights, offering $1500 no questions asked for lost baggage. United's Board has also acted by not promoting Mr Munoz, the CEO to chairman, and by making it essential that executives show meaningful improvements in customer experience to get incentive compensation. These steps are a result of the report that looked into the failure at United in bumping passengers who were already seated made by the airline. ...

LyrArc Article Gist
The forcible removal by aviation police of United Airlines passenger Dr Dao from a flight due to scheduling issues caused a major uproar in social media, with many people saying they will not fly United again. In this report Susan Carey says people close to United say the airline has too rigidly asked employees to follow the rule book, that the problem could have been avoided by airline employees using choices that are not in the manual or rules book. Sources say employees at United can face termination for not following the rules, and deviating from rules is discouraged. Also raised is the issue why the airline employees did not raise the compensation from $800 to something much higher considering the problem being faced, and why higher up managers were not involved earlier. United has lagged behind other airlines in JD Power customer satisfaction surveys.