The United Airlines chief executive, Oscar Munoz, has told a congressional committee that an incident in which a passenger was forcibly removed from a flight, prompting a blizzard of bad publicity, was a “mistake of epic proportions”.
He added: “This is a turning point for United and our 87,000 professionals. It is my mission to ensure we make the changes needed to provide our customers with the highest level of service and the deepest sense of respect.”
Well, if they respect their pax before their shareholders, that would be a start.
https://www.theguardian.com/business...ouse-committee
BUT
The House transportation committee chair, Bill Shuster, a Pennsylvania Republican, said United and other carriers should use the notoriety of Dao’s removal to improve customer service. If changes are not made, he said, Congress was likely to step in.
“Seize this opportunity,” Shuster told Munoz and the other executives. Otherwise, “we’re going to act and you’re not going to like it”. Shuster predicted a “one-size-fits-all” solution that may serve some airlines, but not all.
So the country that says it does not like to regulate, says it will regulate. i.e. Usual story! It's only because of the public nature of this that got it to the House so that they could show that they were doing something.
Bottom line? Pay higher wages to staff and give them more authority to change things. But we know that won't happen because you have to put prices up. Cynical? Yes. I've been a passenger for over 50 years.