United Airlines customer service

Katamarino said:
I've certainly changed my mind about airline pilots. I didn't realise that so many of them are little dictators who think they're above the law, plenty of them on this thread. It's a shame, it reflects badly on the no doubt very many decent ones.
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Which law do you feel the pilots violated?
 
dmspilot said:
Which law do you feel the pilots violated?
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I guess common sense and common decency aren't laws, so probably none.
But greed and selfishness are sort of laws of nature, so they are covered.
 
JOhnH said:
I'm curious if anyone has changed their minds during the course of this discussion.
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I have changed my mind more than once on what "denied boarding" means, and I've actually sided with the airlines on this one. But I think it's time to formally define it, either in the law or in the contract of carriage, rather than letting it be decided by popular opinion or in a courtroom.

Meanwhile, I believe it will be an ethical duty of the airline industry going forward to maximize voluntary denied boardings and minimize involuntary ones.
 
Greg Bockelman said:
UAL MEC Statement Regarding United Express Flight 3411

As the story of United Express Flight 3411, operated by Republic Airline, continues to virally circulate in the news and on social media, your United Master Executive Council (MEC) has intentionally withheld judgment because of the rapid pace at which information, both accurate and inaccurate, has been released and manipulated.

The safety and well-being of our passengers is the highest priority for United pilots, and this should not have escalated into a violent encounter. United pilots are infuriated by this event. This occurred on one of our contracted Express carriers, separately owned and operated by Republic Airline, and was ultimately caused by the grossly inappropriate response by the Chicago Department of Aviation.

It is important to review these baseline facts:

1. This violent incident should never have happened and was a result of gross excessive force by Chicago Department of Aviation personnel.

2. No United employees were involved in the physical altercation.

3. Social media ire should properly be directed at the Chicago Aviation Department.

4. This occurred on an Express flight operated by Republic Airline, as such, the flight crew and cabin crew of Flight 3411 are employees of Republic Airline, not United Airlines.

5. United Airlines CEO Oscar Munoz has apologized for United Airlines, the actions of the Chicago Department of Aviation, and the actions of our Express partner, Republic Airline.

On April 9, 2017, United Express Flight 3411, operated by Republic, was preparing to depart Chicago O’Hare (ORD) to Louisville (SDF). Republic Airline made the decision to assign four of their crewmembers to deadhead on Flight 3411 within minutes of the scheduled departure. Although four passengers would have to be removed from this flight to accommodate the Republic crew, the goal was to get the other 70 passengers on their way to SDF and ensure a flight crew needed the next day would also be in place. By all reports, the Republic flight crew was courteous and calm throughout the event, and three passengers left the flight voluntarily for compensation. After repeatedly asking the fourth passenger to give up his seat to no avail, the gate agent requested the assistance of law enforcement.

For reasons unknown to us, instead of trained Chicago Police Department officers being dispatched to the scene, Chicago Department of Aviation personnel responded. At this point, without direction and outside the control of United Airlines or the Republic crew, the Chicago Department of Aviation forcibly removed the passenger.

Members of local airport law enforcement are normally important security partners who assist aircrews in ensuring the safety of everyone on the airplane. This event was an anomaly and is not how United or the police are expected to treat passengers when there is no security threat.

United pilots have always been the true leaders of this company, and our fellow employees count on us to continue to do what we do best—deliver a world class product and safely transport our passengers around the world. We cannot let this huge distraction affect our ability to do our jobs. We have successfully flown through more turbulent times, and we will weather this storm as well.

Ultimately, United must be measured by more than this one incident on a single United Express flight; this airline is comprised of more than 82,000 employees, including over 12,500 pilots, working every day to safely fly around the globe. For 91 years, United has earned the trust of millions of passengers, and we will continue earning their trust, despite the incident on this United Express flight. The United Airlines MEC is confident that the steps we are taking as a company will ensure this type of inexcusable event never happens again.
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Thanks for posting it.
 
JOhnH said:
Does someone have to be convicted of breaking a law for you to feel negatively towards them?
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My opinion is irrelevant. Katarmino believes airline pilots "think they're above the law", assumedly because it is believed that they broke some law(s), so I want to know which law(s).
 
dmspilot said:
My opinion is irrelevant. Katarmino believes airline pilots "think they're above the law", assumedly because it is believed that they broke some law(s), so I want to know which law(s).
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Ok. I'll let him answer that.
 
Greg Bockelman said:
UAL MEC Statement Regarding United Express Flight 3411

As the story of United Express Flight 3411, operated by Republic Airline, continues to virally circulate in the news and on social media, your United Master Executive Council (MEC) has intentionally withheld judgment because of the rapid pace at which information, both accurate and inaccurate, has been released and manipulated.

The safety and well-being of our passengers is the highest priority for United pilots, and this should not have escalated into a violent encounter. United pilots are infuriated by this event. This occurred on one of our contracted Express carriers, separately owned and operated by Republic Airline, and was ultimately caused by the grossly inappropriate response by the Chicago Department of Aviation.

It is important to review these baseline facts:

1. This violent incident should never have happened and was a result of gross excessive force by Chicago Department of Aviation personnel.

2. No United employees were involved in the physical altercation.

3. Social media ire should properly be directed at the Chicago Aviation Department.

4. This occurred on an Express flight operated by Republic Airline, as such, the flight crew and cabin crew of Flight 3411 are employees of Republic Airline, not United Airlines.

5. United Airlines CEO Oscar Munoz has apologized for United Airlines, the actions of the Chicago Department of Aviation, and the actions of our Express partner, Republic Airline.

On April 9, 2017, United Express Flight 3411, operated by Republic, was preparing to depart Chicago O’Hare (ORD) to Louisville (SDF). Republic Airline made the decision to assign four of their crewmembers to deadhead on Flight 3411 within minutes of the scheduled departure. Although four passengers would have to be removed from this flight to accommodate the Republic crew, the goal was to get the other 70 passengers on their way to SDF and ensure a flight crew needed the next day would also be in place. By all reports, the Republic flight crew was courteous and calm throughout the event, and three passengers left the flight voluntarily for compensation. After repeatedly asking the fourth passenger to give up his seat to no avail, the gate agent requested the assistance of law enforcement.

For reasons unknown to us, instead of trained Chicago Police Department officers being dispatched to the scene, Chicago Department of Aviation personnel responded. At this point, without direction and outside the control of United Airlines or the Republic crew, the Chicago Department of Aviation forcibly removed the passenger.

Members of local airport law enforcement are normally important security partners who assist aircrews in ensuring the safety of everyone on the airplane. This event was an anomaly and is not how United or the police are expected to treat passengers when there is no security threat.

United pilots have always been the true leaders of this company, and our fellow employees count on us to continue to do what we do best—deliver a world class product and safely transport our passengers around the world. We cannot let this huge distraction affect our ability to do our jobs. We have successfully flown through more turbulent times, and we will weather this storm as well.

Ultimately, United must be measured by more than this one incident on a single United Express flight; this airline is comprised of more than 82,000 employees, including over 12,500 pilots, working every day to safely fly around the globe. For 91 years, United has earned the trust of millions of passengers, and we will continue earning their trust, despite the incident on this United Express flight. The United Airlines MEC is confident that the steps we are taking as a company will ensure this type of inexcusable event never happens again.
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LMAO!!

"For reasons unknown to us, instead of trained Chicago Police Department officers being dispatched to the scene, Chicago Department of Aviation personnel responded. At this point, without direction and outside the control of United Airlines or the Republic crew, the Chicago Department of Aviation forcibly removed the passenger. "

What did the gate agent think they were going to do, bring him dinner and read him a bedtime story?
 
paflyer said:
LMAO!!

"For reasons unknown to us, instead of trained Chicago Police Department officers being dispatched to the scene, Chicago Department of Aviation personnel responded. At this point, without direction and outside the control of United Airlines or the Republic crew, the Chicago Department of Aviation forcibly removed the passenger. "

What did the gate agent think they were going to do, bring him dinner and read him a bedtime story?
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I'm pretty sure that the gate agent didn't expect them to break his teeth in and give him a concussion!
 
paflyer said:
What did the gate agent think they were going to do, bring him dinner and read him a bedtime story?
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Exactly. This whole thing went south when the gate agent decided they didn't want to continue to find a resolution and tapped out. They called in the thugs and gave up control of the situation.
 
Palmpilot said:
I'm pretty sure that the gate agent didn't expect them to break his teeth in and give him a concussion!
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No, they just expected him to be intimidated by three big guys with badges. Of course, the agent didn't have the brains to consider what the next step would be if the pax stood his ground. Not that he/she cared...
 
I think people expect things to go the way they've usually gone in the past.
 
It's sad to read the comments here and find so many thinking that's it's reasonable to call in the thugs to beat the hell out of a 69 year old man, breaking his nose, knocking teeth out and giving him a concussion. He was not being violent, and he presented no danger to anyone on that plane. The captain and United are responsible for the safety of everyone on board. Three big trained police officers should have been able to deal with an old man in a humane and reasonable manner. That wasn't done. After seeing the videos, I'm sure they went away pounding their chests feeling very macho for what they'd just done. I hope it goes to a jury.
 
RogerT said:
It's sad to read the comments here and find so many thinking that's it's reasonable to call in the thugs to beat the hell out of a 69 year old man, breaking his nose, knocking teeth out and giving him a concussion.
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I think it's sad to see people exaggerating the positions of others.

Three big trained police officers should have been able to deal with an old man in a humane and reasonable manner. That wasn't done.
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This much, I agree with, and it's probably what airline personnel thought, too.

Until now.
 
luvflyin said:
Law enforcement told him to get off the plane. He said no. Isn't that a felony?
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and felony = inhumane treatment, dragging someone thru a narrow space and bumping his face of metal? I thought LEO's had to follow some procedures as well.
 
luvflyin said:
Law enforcement told him to get off the plane. He said no. Isn't that a felony?
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WannFly said:
and felony = inhumane treatment, dragging someone thru a narrow space and bumping his face of metal? I thought LEO's had to follow some procedures as well.
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De-escalation skills are taught in many professions. It just requires the right leaders and accountability systems to be put in place.

It was obviously not valued by that set of employees or their managers.

427034

verbal-deescalation-techniques-in-mental-health-settings-1-638.jpg

84fa7a8b666a9f943f53f8d5a4ed9c0b.jpg
 
united had one simple... call the bouncers
 
apparently according to eye witnesses, few people were asked to leave before the doc and they refused. so he did nothing different that the guys before him and the bouncers moved on ??


 
This is getting uglier, not better

WannFly said:
apparently according to eye witnesses, few people were asked to leave before the doc and they refused. so he did nothing different that the guys before him and the bouncers moved on ??


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Mike Smith said:
This is getting uglier, not better
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indeed it is. I wont be surprised if his attorney would put a racial profiling angle to this and make this a even bigger mess. good luck UAL
 
Several articles now suggest that the contract of Carriage was indeed violated by United including one by a Harvard Law Professor. This is not going away.
 
re. UAL MEC Statement Regarding United Express Flight 3411

This statement, speaking for United pilots, strikes me as lacking in compassion for passengers. It reinforces the impression passengers generally hold that nobody who could make a difference actually cares about the misery of passengers nowadays.

The statement also is full of spin. This particular combination of phrases struck me:

No United employees were involved in the physical altercation ... the gate agent requested the assistance of law enforcement.
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So despite summoning police to remove a passenger, the United gate agent was not involved in the removal?

And what does this statement say about crew, from another company, that stood by while the ticketed and seated passenger was beaten up and dragged off? It praises the crew for being courteous. Courteous. Well, then, United pilots are making the statement that what all of us should do, when we are in a position of authority and responsible for the safety of others, is be courteous, while standing by and watching a public beating. No thanks.
 
Some more change.

Delta has authorized their gate agents to offer up to $2000 for giving up a seat, and authorized supervisors to offer up to $9950:

http://www.latimes.com/business/la-fi-delta-overbooking-20170414-story.html


And interesting: "If Delta paid $9,950 to every person it bumped involuntarily last year, that would total $12 million. Delta earned nearly $4.4 billion."

So no, this won't affect your ticket prices.
 
NoHeat said:
re. UAL MEC Statement Regarding United Express Flight 3411

This statement, speaking for United pilots, strikes me as lacking in compassion for passengers. It reinforces the impression passengers generally hold that nobody who could make a difference actually cares about the misery of passengers nowadays.

The statement also is full of spin. This particular combination of phrases struck me:



So despite summoning police to remove a passenger, the United gate agent was not involved in the removal?

And what does this statement say about crew, from another company, that stood by while the ticketed and seated passenger was beaten up and dragged off? It praises the crew for being courteous. Courteous. Well, then, United pilots are making the statement that what all of us should do, when we are in a position of authority and responsible for the safety of others, is be courteous, while standing by and watching a public beating. No thanks.
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United pilots were not involved. It was Republic Airlines. And after the fracas began, what did you expect the flight crew to do? It was in the hands of security at that point.
 
Fearless Tower said:
It will go away once United settles. It doubt it will ever get to court.
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Wouldn't a settlement open them up to a class action for everybody they involuntarily denied boarding in the past?

I can see why the aviation police would settle - presumably they haven't done this before, but United would leave themselves a wide open target if they settle. They better get a jury to say that they did everything by the book.
 
NoHeat said:
re. UAL MEC Statement Regarding United Express Flight 3411

The statement also is full of spin. This particular combination of phrases struck me:

So despite summoning police to remove a passenger, the United gate agent was not involved in the removal?
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Yeah, Counselor, the United Family had a lot of "buffers"

GodfatherPartII_176Pyxurz.jpg
 
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Greg Bockelman said:
United pilots were not involved. It was Republic Airlines. And after the fracas began, what did you expect the flight crew to do? It was in the hands of security at that point.
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This is purely finger pointing and nothing else. What was PIC doing before all this happened? Now that UAL is in a mess, they are trying to pass the blame along.

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deonb said:
Wouldn't a settlement open them up to a class action for everybody they involuntarily denied boarding in the past?
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The class would only include those who had an involuntary denial AND a beating.
 
weilke said:
The class would only include those who had an involuntary denial AND a beating.
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Anyone who has ever been mistreated by UAL will also join. And from their reputation, I am sure there is a long list.

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Just reading about this and watching it has me all emotional and scared to fly. I'm not sleeping well and when I do I have nightmares. Where's that list?
 
WannFly said:
Anyone who has ever been mistreated by UAL will also join. And from their reputation, I am sure there is a long list.

Sent from my SM-G935V using Tapatalk
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And as class actions go, they will end with a lawyer pocketing millions and the 'class' receiving a coupon for an extra pickle each.


I got pretty close to a UAL beat-down once when I did exactly the same thing as Dr Dao.
 
weilke said:
And as class actions go, they will end with a lawyer pocketing millions and the 'class' receiving a coupon for an extra pickle each.


I got pretty close to a UAL beat-down once when I did exactly the same thing as Dr Dao.
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U shud totally join the class action and sue for emotional harassment. Heck just knowing this caused me trauma...am joining too . Jokes aside, I sincerely this goes to a jury, UAL has already been hanged in the court of public opinion, pressure from China where they are trying to expand... all these re-accomodate UAL customer service policy

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luvflyin said:
Just reading about this and watching it has me all emotional and scared to fly. I'm not sleeping well and when I do I have nightmares. Where's that list?
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I think you get to tame an emotional support pig on the plane.
 
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