by Mark Albert
United Airlines has overhauled its rules and compensation in situations where it needs to bump a passenger off a plane, two and a half weeks after the forcible removal of one of its customers sparked viral videos, international outrage, and damaged the carrier’s reputation after a bungled public relations response.
The Chicago-based carrier announced Thursday morning it would now offer up to $10,000 when seeking travelers to voluntarily give up their seat—12 times what it offered to passengers on Flight 3411 on April 9, when officers called by United staff dragged Dr. David Dao through the aisle of the plane after he would not accept the amount and refused to leave.
Dr. Dao’s attorney said his client suffered a “significant concussion,” a broken nose, sinus injuries, lost two front teeth and will have reconstructive surgery.
In a statement Thursday, United CEO Oscar Munoz said, ” “Every customer deserves to be treated with the highest levels of service and the deepest sense of dignity and respect.”
“Two weeks ago, we failed to meet that standard and we profoundly apologize. However, actions speak louder than words. Today, we are taking concrete, meaningful action to make things right and ensure nothing like this ever happens again,” said Munoz.