A repeat of the controversy and public relations disaster that erupted after a passenger was dragged off one of its flights earlier this month, would be helped to be avoided by more cash, better training and fewer oversold flights, hopes the United Airlines.
While the company CEO Oscar Munoz is also wrestling with how to change United's culture when it comes to customer relations is also continuously apologizing to the public and the stakeholders for how the airline had Dr. David Dao removed from his flight.
And as a consequence of such efforts, with respect to overbooking flights, bumping passengers and improving customer service, the airlines company is instituting 10 policy changes.
Stated below are five of such changes that are planned to be implemented the among the new policies that have already gone into effect or will this week:
• Customers who volunteer to give up their seat on an overbooked flight will be offered up to $10,000. Dao and other passengers were offered $800 in the incident involving him.
• Unless there is a serious safety or a security issue, no passenger who are on board an aircraft and in their seat, can be removed or deboarded from a flight.
• special emphasis would be given for last flights of the day, to a particular destination or on those flights on which passengers tend not to volunteer to give up their seat for reduction of the amount of overbooking.
• When handling customer issues, a new app for its crews is being created by United
• Unless there are open seats, United crews will be booked onto flights at least an hour before departure.
In order to enable gate agents to better handle the most difficult situations involving customers, the airline says it will also provide annual training for them.
the public relations backlash that continues to dog the airline almost three weeks since the incident involving Dao and the changes being implemented by United are unlikely to end them.
"United, at the end of the day, is totally responsible for what occurred," Dao's attorney Thomas Demetrio told CNBC earlier this week.
"United watched as Dr. Dao was dragged off the plane like a sack of potatoes and did nothing to stop it," Demetrio continued.
It however remains to be seen whether or not customer service and satisfaction would get improved by the new policy of the airline. Meanwhile the company has said that because of the incident involving Dao, no employees at United Airlines will be fired.
The fact that Munoz should not be elevated to the role of Chairman as previously planned this summer was agreed upon by the United Continental board of directors, has been agreed to by it.
(Source:www.cnbc.com)
While the company CEO Oscar Munoz is also wrestling with how to change United's culture when it comes to customer relations is also continuously apologizing to the public and the stakeholders for how the airline had Dr. David Dao removed from his flight.
And as a consequence of such efforts, with respect to overbooking flights, bumping passengers and improving customer service, the airlines company is instituting 10 policy changes.
Stated below are five of such changes that are planned to be implemented the among the new policies that have already gone into effect or will this week:
• Customers who volunteer to give up their seat on an overbooked flight will be offered up to $10,000. Dao and other passengers were offered $800 in the incident involving him.
• Unless there is a serious safety or a security issue, no passenger who are on board an aircraft and in their seat, can be removed or deboarded from a flight.
• special emphasis would be given for last flights of the day, to a particular destination or on those flights on which passengers tend not to volunteer to give up their seat for reduction of the amount of overbooking.
• When handling customer issues, a new app for its crews is being created by United
• Unless there are open seats, United crews will be booked onto flights at least an hour before departure.
In order to enable gate agents to better handle the most difficult situations involving customers, the airline says it will also provide annual training for them.
the public relations backlash that continues to dog the airline almost three weeks since the incident involving Dao and the changes being implemented by United are unlikely to end them.
"United, at the end of the day, is totally responsible for what occurred," Dao's attorney Thomas Demetrio told CNBC earlier this week.
"United watched as Dr. Dao was dragged off the plane like a sack of potatoes and did nothing to stop it," Demetrio continued.
It however remains to be seen whether or not customer service and satisfaction would get improved by the new policy of the airline. Meanwhile the company has said that because of the incident involving Dao, no employees at United Airlines will be fired.
The fact that Munoz should not be elevated to the role of Chairman as previously planned this summer was agreed upon by the United Continental board of directors, has been agreed to by it.
(Source:www.cnbc.com)
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