USA Today: UA forcibly remove random pax from flight
I am a Star Alliance Gold member who has, until now, used United and its partners when it was convenient and appropriate to do so. I was so angered by this story and video that I tried calling United to voice my concerns about this incident (I have been in the aviation business for more than 45 years). It is nigh impossible to talk to a real human via their "Customer Service" phone system so I submitted an email with my comments about this bizarre, needless -- and violent -- treatment of a customer (and suggestions on how to avoid similar events in the future).
I made it clear to United that I will no longer fly on United Airlines or any of its partners and I will encourage others to do the same -- at the very least until United makes a very public apology and assures its customers that this kind of event will NEVER be handled this way again. This incident shows a significant need for customer service training, new SOPs -- and of course some obvious PR lessons must be learned.
Almost inexplicable behavior.
I made it clear to United that I will no longer fly on United Airlines or any of its partners and I will encourage others to do the same -- at the very least until United makes a very public apology and assures its customers that this kind of event will NEVER be handled this way again. This incident shows a significant need for customer service training, new SOPs -- and of course some obvious PR lessons must be learned.
Almost inexplicable behavior.
Bottom line is that it's United's aircraft. It would have been far better to deny boarding in the first place than to deboard a passenger, but the incident was escalated by the passenger refusing to leave the aircraft once told that he would not be accommodated on that flight.
I think it will set a terrible precedent if this passenger is rewarded for his behavior. The lesson learned will be that defiance of flight and ground crew and abusive behavior will get you want you want.
I think it will set a terrible precedent if this passenger is rewarded for his behavior. The lesson learned will be that defiance of flight and ground crew and abusive behavior will get you want you want.
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How is it possible to board more pax than you can have?! They must have known that dead heading crew would take this flight. This should have been taking care of at the gate, not in the plane.
With that, you never can be sure to take a flight even when you've paid the full price?
UA is not having the best news these days...
With that, you never can be sure to take a flight even when you've paid the full price?
UA is not having the best news these days...
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I`m sure ALL DOCTORS will think twice now when the question is asked " Is there any Doctors on board ? " Shame , shame , shame on United. The land of the free and home of the brave has turned into the land of the terrorised and the home of the stupid.
I think it will set a terrible precedent if this passenger is rewarded for his behavior. The lesson learned will be that defiance of flight and ground crew and abusive behavior will get you want you want.
United have well and truly shot themselves in the foot on this occasion.
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When Law Enforcement Officers ask or order you to leave an airplane you comply. When airline employes ask or order you to do something on a plane you comply. Any question is resolved afterwards, out of the vehicle. Some Passengers think that buying a ticket entitles them to do whatever they want on board an airplane, it is not just so.
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Simple question for you guys in the industry
Why does there ever need to be an involuntary removal?
Surely you just raise the compensation until you get enough volunteers? I'm sure at $10K someone would have volunteered.
Or is it just the case the airline there's some law that says after x compensation is offered, you can do involuntary, and in this case United was too tight?
Why does there ever need to be an involuntary removal?
Surely you just raise the compensation until you get enough volunteers? I'm sure at $10K someone would have volunteered.
Or is it just the case the airline there's some law that says after x compensation is offered, you can do involuntary, and in this case United was too tight?
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There is a limit to what airline employees can ask. Would you obey if an airline employee told you to jump out of an airborne aircraft. Of course not. It all depends on what is the definition of reasonable. It would seem to be unreasonable to ask a doctor who had business the following day to deplane.
'Unruly behaviour is more and more widespread. Sometimes it needs to be dealt with the way we see in the video. Not the first nor the last.'
Not Bashar Assad. A doctor going to work.....
Not Bashar Assad. A doctor going to work.....
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Simple question for you guys in the industry
Why does there ever need to be an involuntary removal?
Why does there ever need to be an involuntary removal?
I am curious why security (police) were required for what should have been an operational matter. This situation (which hasn't been fully explained) superficiously seems to be a management failure, and by that I mean how the specific situation was managed. Any experienced pilot or crew member will tell You there are many ways to "skin a cat" and resolve a difficult situation. Dragging a passenger down the aisle by their heels wouldn't be a sensible resolution for most of them, as United are no doubt about to find out.
I am curious why security (police) were required for what should have been an operational matter.
Dragging a pax down the aisle is a measure of last resort. UA has customer service personnel trained to deal with situations such as removal, there are protocols on how to identify the unlucky pax. That they got to that level means the person picked didn't play ball.
It does look like a simple case of assault . No violence was being offered by the passenger. I wonder how far these Security officials would have gone to remove the guy? Taser? Shoot him?
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Dragging a pax down the aisle is a measure of last resort. UA has customer service personnel trained to deal with situations such as removal, there are protocols on how to identify the unlucky pax. That they got to that level means the person picked didn't play ball.