Originally Posted by
SeenItAll
I keep hearing people say that once a confirmed-booking passenger has entered the plane or sat down in a seat, s/he cannot be off-loaded. If you take that position, please explain to me what happens when the seat that the pax sits in is found to be defective (e.g. has a non-functioning seat belt), or due to some change in the weather (e.g., temperature or wind direction) the flight becomes over-weight? I have seen (multiple times) both of these circumstances -- and guess what? I have seen "boarded" pax have to leave the plane.
If the airline is not permitted to IDB people (assuming that even generous VDB hasn't worked), what is it to do? Ask everyone to leave the plane (guaranteeing a huge delay)? Just cancel the flight? And what, then, if someone takes exception and refuses to leave the plane? Remember, not everyone in the world is polite. Please tell us what procedures you would have the airline follow in all of these cases.
It's simple. In a safety-related issue like this (which was NOT the case with Dr. Dao), you offer apologies, sufficient compensation, and every effort to get that displaced pax where they need to go in a reasonable timeframe. Something like this:
"We're very sorry, but your seat is broken and we didn't spot it before boarding. It would be unsafe for you to fly in that seat. Here's $300 cash in partial compensation, a hotel room if necessary, and we will make every effort to get you to your destination ASAP, even if it means buying you a ticket on another carrier."
Increase the offer if it means the pax was traveling with spouse and kids, if they don't want to fly separately. In a clear safety-related incident like that, with sufficient compensation, I think the number of pax you'd have trouble with would be extremely low.