United Airlines just announced 10 major changes to avoid another violent passenger incident (UAL)

pulse

April 27, 2017 6:23 AM

United Airlines says it will pay up to $10,000 for passengers willing to give up their seats and $1,500, "no questions asked," for lost luggage.

A United Airlines Boeing 747-400.

On Thursday, United Airlines said it would make 10 significant changes to the way the company interacts with its customers.

The changes represent the culmination of a sweeping review of the Chicago-based airline's policies after law-enforcement officials violently removed a passenger, David Dao, from Flight 3411 on April 9.

"Every customer deserves to be treated with the highest levels of service and the deepest sense of dignity and respect," United CEO Oscar Munoz said in a statement. "Two weeks ago, we failed to meet that standard, and we profoundly apologize. However, actions speak louder than words.

"Today, we are taking concrete, meaningful action to make things right and ensure nothing like this ever happens again."

In the wake of the incident and the disturbing videos that accompanied it, Munoz vowed to reassess the way his company treats its passengers. As a result, United has promised some major changes to its customer-service policy.

Here are the changes:

Limit use of law-enforcement to safety and security issues only
Do not force customers seated on the plane to give up their seat involuntarily, unless safety or security is at risk.
Increase customer compensation incentives for voluntary denied boarding up to $10,000
Establish a customer solutions team to provide agents with creative solutions such as using nearby airports, other airlines or ground transportation to get customers to their final destination.
Ensure crews are booked onto a flight at least 60 minutes prior to departure
Provide employees with additional annual training
Create an automated system for soliciting volunteers to change travel plans.
Reduce the amount of overbooking
Empower employees to immediately resolve customer-service issues
Eliminate the red tape on permanently lost bags by adopting a "no questions asked" policy on lost luggage.