First, Oscar Munoz “apologized” for re-accomodating” a paying passenger – by beating the snot out of him and dragging him off the plane.
Then, this fine specimen of corporate leadership doubles down by blaming the passenger.
Finally, United offers a real apology and promises changes.
With regards to United’s “apology” for the event,
“The sentiment certainly rings a bit hollow when it follows two previous failures and 36 hours of intense public pressure…The back-against-the-wall, through-gritted-teeth apology isn’t generally a winning strategy.” (Jeremy Robinson-Leon)
Have a look at these articles from the New York Times about the matter:
The Internet, of course, has come up with its own response:
Keep up the pressure on United until things improve, not only with this airline but throughout the industry.
The security officers involved in this debacle are not squeaky-clean either – three of them have been suspended pending reviews.
Lastly, the social media flap and internal policy reviews are not the only consequences – the affected passenger has retained a high-powered attorney and begun steps to file a lawsuit. As much as I execrate frivolous legal action, I hope whatever happens is a serious financial incentive for United to be careful how it treats paying customers in the future.
The Old Wolf has spoken.
My previous entry dealt with an event in Chicago where a paid passenger was roughed-up and dragged off a flight by Chicago Aviation Security “officers” – notice those scare quotes, they are there for a reason – for refusing to give up his paid seat.
- In an email to employees, United CEO Oscar Munoz addressed an incident in which an overbooked passenger had to be forcibly removed from a United plane.
- Passenger described as “disruptive and belligerent.”
- Munoz: “I emphatically stand behind all of you.”
United’s policies are crack-headed to begin with.
- Overbooking is a legal but disrespectful and passenger-unfriendly practice
- Throwing passengers off a flight to accommodate deadheading employees (regardless of whether or not they are needed for another flight) is morally reprobate.
Here’s a screen cap from the internal memo Munoz sent to United’s staff:
And here’s pretty much the reality – the video of the event is damning:
The customer defied Chicago Transportation Security because he had a right to be on the plane, in a seat which he had paid for. As a physician with patients to see, it’s not surprising that he was upset. When people are upset they don’t always act in the most rational manner, behave like sheep, put their heads down and blindly comply with corporate douchebaggery.
“Mr.” Munoz, dragging a paying customer off an airplane is not “re-acccomodating” him, you insufferable asshat.
If Oscar Munoz thinks that “established procedures” for dealing with unhappy customers should include calling for armed men to brutalize, assault, and humiliate a passenger, that’s a good reason for the flying public to shun United like the Ebola virus.
The Old Wolf has spoken.