[407] AVIAÇÃO CIVIL: DIREITOS DO CONSUMIDOR: REVENDO O CASO DA BRUTALIDADE DA UNITED AIRLINES CONTRA PASSAGEIRO IDOSO (69 anos), NO VOO 3411, AEROPORTO DE CHICAGO, em 09abr2017.

REVENDO O CASO DA BRUTALIDADE DA UNITED AIRLINES CONTRA PASSAGEIRO IDOSO (69 anos), NO VOO 3411, AEROPORTO DE CHICAGO, em 09abr2017.

GANÂNCIA E TRUCULÊNCIA!

[Nota RAS: Uma necessária reflexão sobre os métodos selvagens do capitalismo rentista (o que privilegia o financismo de curto prazo) e a necessidade de evolução da Economia capitalista, de modo durável e saudável. ]

BLOG DO PEDRO CUNHA

http://blogdopedrodacunha.blogspot.com.br/

Domingo, 16 de abril de 2017

[Nota RAS: Médico ferido DAVID DAO, 69 anos, sendo arrastado por seguranças brutamontes pelo corredor da aeronave como um saco de lixo]	Enquanto isso, que seja o boicote à United Airlines a resposta do consumidor acuado e maltratado. Ele também quer os benefícios do capitalismo.

1. Há pouco* um passageiro*, sentado e instalado em sua poltrona viu-se surpreendido com uma ordem de deixar o avião. Era uma vítima do já conhecido “overbooking”, método usado por companhias aéreas para potencializar seu lucro mediante a lotação de seus aviões. Neste caso, contudo, a [companhia aérea americana] UNITED AIRLINES buscou maximizar sua "eficiência" recorrendo ao desforço físico.

[*] Nota RAS: Episódio ocorrido no dia 09abr2017, voo 3411, com o médico vietnamita DAVID DAO, 69 anos, no Aeroporto de Chicago.

2. Não fora a enorme contribuição social do moderno telefone, o método selvagem para a evicção do pobre passageiro teria sido ignorado. A UNITED AIRLINES desprezou o surgimento de inesperado defensor do Consumidor, o Youtube e as demais redes sociais.
3. Esta prepotência só se tornou opção viável do ponto de vista business porque 80% do mercado de transporte aéreo norte-americano é controlado por apenas quatro empresas. Um mercado de constrita concorrência que reduz a probabilidade de perder-se o cliente insatisfeito.
4. Este incidente, talvez deva levar a considerações sobre o desvio que hoje ameaça o capitalismo e que parece tornar-se cada vez mais evidente no seu berço, os Estados Unidos.
5. Revela uma tendência a considerar-se o lucro, a qualquer preço ético ou social, como o único objetivo da atividade econômica privada. Esta visão simplista tenta lastrear-se na “mão invisível” de Adam Smith, esquecendo que o velho economista defendia também a existência de controles e supervisão, essenciais à perenidade do capitalismo e o enriquecimento nacional.
6. Para sua perenidade será necessário manter-se um equilíbrio social, levando em conta os interesses da sociedade e das empresas. Já, outrora, era considerado necessário adequar-se a empresa à condição de Corporate Citizen, ou seja, com deveres não apenas para com seus acionistas, mas, também, para com seus gestores, seus empregados, seus consumidores e, ainda, o Estado que a acolhe.
7. À atual visão de capitalismo, que arrisca tornar-se autofágico, se soma a displicência e beneplácito dos órgãos reguladores, cada vez mais influenciados pelos interesses econômicos, levando a tolerância à níveis contrários ao bem comum. Tal condição gera uma crescente concentração de empresas e a redução de alternativas na oferta de produtos e serviços, perdendo o consumidor seu elemento de defesa, a plena e ampla concorrência.
8. Dados recentes revelam o valor dos Mergers & Aquisitions, que tendem à maior concentração de ofertas, ter atingido, em 2015 US$ 5 trilhões enquanto novos investimentos, favoráveis à maior disseminação de oferta de bens e serviços, chegaram, no mesmo período, à US$ 12 bilhões. Assim, distancia-se, gradualmente, dos benefícios do mercado equitativo.
9. Enquanto isso, que seja o boicote à United Airlines a resposta do consumidor acuado e maltratado. Ele também quer os benefícios do capitalismo.

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PASSAGEIRO TIRADO À FORÇA DE AVIÃO FAZ AÇÕES DA UNITED AIRLINES CAÍREM [11abr2017]

Ø  Cena de médico arrancado da poltrona e arrastado gerou revolta mundial.

Ø  Após elogiar equipe, presidente da United mudou o tom e se desculpou.

Fonte: Portal Rede Globo; Jornal Nacional; Edição do dia 11/04/2017

11/04/2017 21h07 - Atualizado em 11/04/2017 21h07

http://g1.globo.com/jornal-nacional/noticia/2017/04/passageiro-tirado-forca-de-aviao-faz-acoes-da-united-airlines-cairem.html

1.       A remoção à força de um passageiro de um voo [nº. 3411, saindo do Aeroporto de Chicago no dia 09abr2017] da United Airlines, nos Estados Unidos, provocou uma reação planetária. O valor das ações da companhia despencou.

2.       Você paga a passagem. Chega ao aeroporto com antecedência. Senta na sua poltrona. E é arrancado do avião. O passageiro que está gritando [médico DAVID DAO] tem 69 anos. Ele bateu o rosto num apoio de braço quando foi puxado por três policiais do aeroporto de Chicago no domingo (9abr2017). Saiu arrastado pelo corredor.

3.       Não havia nenhum lugar sobrando no avião. Mas a companhia aérea, a United Airlines, queria embarcar quatro funcionários dela. Nenhum passageiro quis ceder o lugar. A empresa ofereceu US$ 1 mil, equivalente a mais de R$ 3 mil. Como ninguém aceitou, a tripulação escolheu quatro passageiros para descer. Um deles, um médico, se recusou. Disse que tinha pacientes para atender na manhã seguinte. Foi desse jeito aí que ele saiu.

4.       O médico voltou para o avião. Com o rosto sangrando, ele parecia desorientado e dizia que precisava ir para casa.

5.       O voo saiu com três horas de atraso.  E, antes, o médico foi retirado de novo, de maca.

6.       Na segunda-feira (10abr2017), o presidente da companhia mandou um e-mail aos funcionários dizendo que os policiais tinham tentado negociar com o passageiro: “Cada vez ele se recusava e ficava mais e mais inconveniente e beligerante” - que significa alguém que quer entrar em conflito.

7.       Ele continuou, se dirigindo aos funcionários: “Quero elogiá-los por continuarem indo além para garantir que a gente voe corretamente”. Na tarde desta terça-feira (11), depois de muitas críticas, o tom mudou.

8.       CARLOS MUÑOZ reconheceu que o episódio provocou indignação, raiva, decepção. Pediu desculpas e disse: “Ninguém deveria ser maltratado dessa maneira. A responsabilidade é inteiramente nossa, vamos consertar o que está errado. Nunca é tarde para fazer a coisa certa”. A empresa prometeu revisar as normas em casos como esse.

9.       Pelas leis americanas, as companhias aéreas podem retirar passageiros do avião caso não haja assentos suficientes, mesmo que esses passageiros não queiram sair. Mas antes as empresas precisam tentar uma saída voluntária, com recolocação em outros voos e compensação em dinheiro.

10.   A violência desse caso gerou uma onda de revolta nas redes sociais. Até o porta-voz da Casa Branca falou sobre o assunto. Disse que qualquer pessoa fica perturbada ao ver outro ser humano ser tratado daquela forma.

11.   A polícia do aeroporto afastou um dos agentes. As ações da United Airlines despencaram na bolsa de Nova York. Só nesta segunda, a empresa perdeu US$ 250 milhões em valor de mercado.

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IMPRENSA AMERICANA IDENTIFICA HOMEM RETIRADO À FORÇA DE AVIÃO [UNITED AIRLINES VOO 3411], NOS EUA [11abr2017]

Ø  Médico teve licença suspensa por fraude em receitas de substâncias controladas, diz jornal.

Fonte: Portal Rede Globo; Por G1; 11/04/2017 14h52; Atualizado 11/04/2017 18h09

http://g1.globo.com/mundo/noticia/imprensa-americana-identifica-homem-retirado-a-forca-de-aviao.ghtml

1.               O passageiro que foi retirado à força de um avião da United Airlines antes da decolagem, por problema de overbooking, foi identificado nesta terça-feira (11abr2017) pela imprensa americana como DAVID DAO, de 69 anos. De acordo com o "Courier Journal", há mais de 10 anos Dao foi detido e condenado por fraude em receitas de substâncias controladas. Enquanto sua licença estava suspensa, o médico participou de campeonatos de poker, e ganhou mais de US$ 234 mil, de acordo com o site "TMZ".

2.               Um vídeo postado no Facebook (ASSISTA) no final da noite de domingo (10) mostra o incidente. O clipe mostra três homens usando equipamentos e coletes de segurança falando com o passageiro sentado no avião. Depois de alguns segundos, um dos homens agarra o passageiro, que grita e é arrastado pelos braços para a frente do avião. O vídeo termina antes que qualquer outra coisa seja mostrada.

3.       Vídeo mostra homem sendo arrastado para fora de avião

(Foto: Reprodução/Facebook/Audra Bridges)

4.               Audra D. Bridges, que publicou o vídeo, contou, segundo o USA Today", que o homem ficou "muito chateado", disse que era médico e que precisava atender pacientes em um hospital pela manhã. O gerente avisou que a segurança seria chamada se ele não saísse voluntariamente e o homem disse que estava ligando para seu advogado.

5.               De acordo com documentos analisados pelo "Courier Journal", Dao estudou medicina no Vietnã nos anos 1970, antes de se mudar para os Estados Unidos, onde trabalhava como pneumologista em Elizabethtown. O médico foi condenado por várias denúncias por fraude em novembro de 2004 e foi colocado em cinco anos de liberdade condicional superviosionada em janeiro de 2005. No mês seguinte, sua licença foi suspensa. O Conselho de Licença Médica do estado de Kentucky permitiu que ele voltasse a praticar medicina em 2015 sob certas condições, ainda de acordo com o jornal.

6.               O site "TMZ" afirma que após perder sua licença, Dao passou a jogar poker e participou de campeonatos. Em 2009, ele ficou em segundo lugar em um campeonato no qual ganhou mais de US$ 117 mil. No total, seu perfil de jogador aponta para um ganho de mais de US$ 234 mil.

7.               'ACONTECIMENTO PERTURBADOR'

8.               Nesta segunda-feira (10), a United publicou no Twitter uma declaração de seu CEO, Oscar Munoz: "Este é um acontecimento perturbador para todos na United. Peço desculpas por ter que reacomodar esses clientes. Nossa equipe está mobilizada com um sentimento de urgência para trabalhar com as autoridades e conduzir a nossa própria revisão detalhada do que aconteceu. Também estamos chegando a este passageiro para conversar diretamente com ele ainda mais e resolver esta situação".

9.               Nesta terça, o CEO publicou um novo pedido de desculpa em que assume a responsabilidade da empresa pelo ocorrido. "Ninguém deveria ser tratado dessa maneira", diz a nota de Munoz. "Quero que vocês saibam que assumimos toda a responsabilidade e vamos trabalhar para fazer a coisa certa", afirma. No comunicado, Munoz diz que fará uma revisão das políticas da empresa, e o resultado será divulgado no dia 30 de abril.

10.         Segundo o relato da passageira Audra Bridges ao jornal "USA Today", os passageiros foram informados no portão de que o voo que ia de Chicago a Louisville estava lotado e a United oferecia US$ 400 e uma estadia em hotel a um voluntário para tomar outro voo para Louisville às 3h00 da segunda-feira.

11.         Os passageiros foram autorizados a embarcar no voo, Bridges disse, e depois que todos estavam na aeronave foram informados de que 4 pessoas precisariam descer porque teriam de ceder seus lugares a funcionários da própria empresa, que precisariam fazer um outro voo no dia seguinte. Os passageiros foram informados de que o voo não decolaria até que a tripulação da United tivesse assentos, disse Bridges, e a oferta foi aumentada para US$ 800, mas ninguém quis.

12.         Então, ainda segundo a versão de Bridges, um gerente subiu a bordo do avião e disse que um computador selecionaria quatro pessoas para serem retiradas do voo. Um casal foi selecionado primeiro e deixou o avião antes que o homem no vídeo fosse confrontado.

13.         No final da tarde, a família de David Chao divulgou um comunicado, no qual agradece as manifestações de preocupação e solidariedade recebidas, mas pede respeito à privacidade dele. Segundo o advogado que o representa, Stephan L. Golan, Chao está recebendo tratamento em um hospital em Chicago e seus familiares decidiram não falar à imprensa até que ele seja liberado pelos médicos.

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UNITED AIRLINES PASSENGER MAY NEED SURGERY, LAWYER SAYS [13Apr2017]

Source: The NYT; By MITCH SMITH; APRIL 13, 2017

https://www.nytimes.com/2017/04/13/us/united-passenger-david-dao-chicago.html

Thomas A. Demetrio, a lawyer for Dr. David Dao, blamed a culture of disrespect at United Airlines and overly aggressive tactics from Chicago aviation police for the injuries to his client. CreditKamil Krzaczynski/Reuters

CHICAGO

1. In an hourlong news conference that touched on race, policing and airline manners, a lawyer for the passenger dragged off a United flight on Sunday listed his client’s injuries: a broken nose, a concussion, two knocked-out teeth and sinus problems that may require reconstructive surgery.
2. “For a long time, airlines, United in particular, have bullied us,” the lawyer, THOMAS A. DEMETRIO, said Thursday in downtown Chicago.
3. “Are we going to just continue to be treated like cattle — bullied, rude treatment?” asked Mr. Demetrio, who placed the blame for his client’s injuries on a “culture of disrespect” at United Airlines and overly aggressive tactics from Chicago aviation police officers. He said a lawsuit was likely.
4. The video of Dr. DAVID DAO, 69, of Kentucky, being bloodied as he was pulled off the flight in order to make room for four United employees has ignited conversation and outrage around the world. The three Chicago aviation police officers who removed Dr. DAO from the plane have been placed on administrative leave.
5. After initially defending the airline’s policies, United’s chief executive apologized. United has offered a refund to every passenger on the flight and has promised to no longer have the police remove passengers from planes that are too full.
6. “This horrible situation has provided a harsh learning experience from which we will take immediate, concrete action,” the company said in a statement Thursday. “We have committed to our customers and our employees that we are going to fix what’s broken so this never happens again.”
7. Those assurances have done little to quell the outrage, visible in the phalanx of news cameras from around the world that assembled Thursday to hear from Mr. DEMETRIO and CRYSTAL DAO PEPPER, one of Dr. DAO’S five children. Mr. DEMETRIO said he thought the company’s apology had been “staged,” and said he was not aware of any attempts by United officials to contact Dr. DAO.
8. “What happened to my dad should have never happened to any human being regardless of the circumstances,” Ms. Dao Pepper said. She said her father was catching a connecting flight in Chicago to his home in Louisville, Ky., after a vacation in California.
9. Federal lawmakers have called for investigations, and officials from United and Chicago’s Aviation Department faced a panel of city aldermen on Thursday who demanded answers and offered pointed critiques.
10. “This, I think, pulled off the Band-Aid that shows there’s a lot of resentment among American consumers toward airlines generally,” an alderman, BRENDAN REILLY, said. “One would hope that this would serve as a wake-up call.”
11. Like others, Mr. DEMETRIO questioned United’s approach to resolving the overbooking situation. He said Dr. DAO needed to get back to Kentucky that night, but increasing the compensation offer might have enticed another passenger to agree to take a later flight.
12. “How high are they going to go?” Mr. DEMETRIO said. “Eventually, someone’s going to say ‘Yeah, I’ll leave.’ ”
13. Even as millions have watched the footage of Dr. Dao screaming as he was removed from the flight, his family has asked for privacy. Mr. DEMETRIO said that his client fled Vietnam in the 1970s and that he and his wife worked as physicians in Kentucky. He said four of Dr. Dao’s children are also doctors.
14. “He left Vietnam in 1975 when Saigon fell, and he was on a boat and he said he was terrified,” Mr. DEMETRIO said, recalling a conversation with his client. “He said that being dragged down the aisle was more horrifying and terrible than what he experienced in leaving Vietnam.”
15. Dr. DAO has not spoken publicly about the ordeal, and Mr. DEMETRIO declined to comment on his whereabouts, other than saying he was in a secure location. While some have pointed to the episode as an example of racism toward Asians, Mr. DEMETRIO said he did not believe race played a role in what happened.
16. Mr. DEMETRIO, a well-known Chicago personal injury lawyer who has handled several high-profile cases, said the eventual lawsuit would probably be filed in the Illinois court system. In the meantime, he said Dr. DAO was hoping to recover quietly and never set foot on another airplane.

United has apologized for dragging a passenger off a jetliner on Sunday and has offered passengers on that flight a refund. CreditJoshua Lott/Agence France-Presse — Getty Images

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UNITED’S APOLOGIES: A TIMELINE [14Apr2017]

Ø The airline was criticized for mishandling its response to videos that showed a passenger being dragged off one of its flights on Sunday.

Source: The New York Times; By ERIN McCANN; April 14, 2017

https://www.nytimes.com/2017/04/14/business/united-airlines-passenger-doctor.html?_r=0

Access RAS in 03May2017

The United Airlines ticket counter at Terminal 1 in O’Hare International Airport in Chicago.CreditNam Y. Huh/Associated Press

The week began when video of a passenger being forcibly removed from a United Airlines fight on Sunday started to spread widely on social media. The passenger was eventually identified as Dr. DAVID DAO, 69, of Kentucky, who sustained a concussion, a broken nose and lost two teeth during the episode. United has issued several evolving statements since Monday after receiving criticism that it had mishandled its initial response.

[10Apr2017] MONDAY: ‘AN UPSETTING EVENT’

The company’s first response placed the blame for the episode on Dr. Dao. In a statement on Monday morning, United said, “We apologize for the overbook situation,” but made no reference to Dr. DAO or the video. (Later, the company would clarify that the flight was not actually overbooked.)

Later Monday, the company released a statement from OSCAR MUNOZ, its chief executive, calling the episode “an upsetting event.” He apologized to the other passengers on the plane, but did not speak directly about Dr. Dao’s treatment.

“This is an upsetting event to all of us here at United. I apologize for having to re-accommodate these customers. Our team is moving with a sense of urgency to work with the authorities and conduct our own detailed review of what happened. We are also reaching out to this passenger to talk directly to him and further address and resolve this situation.”

Oscar Munoz, CEO., United Airlines  

On Monday evening, a letter from Mr. Munoz to United employees became public. In it, he told them that he stood by them.

“Like you, I was upset to see and hear about what happened last night aboard United Express Flight 3411 headed from Chicago to Louisville. While the facts and circumstances are still evolving, especially with respect to why this customer defied Chicago Aviation Security Officers the way he did, to give you a clearer picture of what transpired, I’ve included below a recap from the preliminary reports filed by our employees.  

As you will read, this situation was unfortunately compounded when one of the passengers we politely asked to deplane refused and it became necessary to contact Chicago Aviation Security Officers to help.  Our employees followed established procedures for dealing with situations like this. While I deeply regret this situation arose, I also emphatically stand behind all of you, and I want to commend you for continuing to go above and beyond to ensure we fly right.  

I do, however, believe there are lessons we can learn from this experience, and we are taking a close look at the circumstances surrounding this incident. Treating our customers and each other with respect and dignity is at the core of who we are, and we must always remember this no matter how challenging the situation. 

Oscar”

The letter included a recap of the events on the airplane, in which Mr. MUNOZ described Dr. DAO as having been “disruptive and belligerent.”

SUMMARY OF FLIGHT 3411 [by Oscar Munoz]

Ø  On Sunday, April 9, after United Express Flight 3411 was fully boarded, United’s gate agents were approached by crewmembers that were told they needed to board the flight.

Ø  We sought volunteers and then followed our involuntary denial of boarding process (including offering up to $1,000 in compensation) and when we approached one of these passengers to explain apologetically that he was being denied boarding, he raised his voice and refused to comply with crew member instructions.

Ø  He was approached a few more times after that in order to gain his compliance to come off the aircraft, and each time he refused and became more and more disruptive and belligerent.

Ø  Our agents were left with no choice but to call Chicago Aviation Security Officers to assist in removing the customer from the flight. He repeatedly declined to leave.

Ø  Chicago Aviation Security Officers were unable to gain his cooperation and physically removed him from the flight as he continued to resist — running back onto the aircraft in defiance of both our crew and security officials.

OSCAR MUNOZ, the chief executive of United Airlines, last June.CreditLucas Jackson/Reuters

[11Apr2017] TUESDAY: ‘NEVER TOO LATE TO DO THE RIGHT THING’

A public relations crisis was unfolding as potential customers, objecting to United’s early statements, threatened a boycott. Lawmakers called for an investigation.

United changed course on Tuesday with another statement from Mr. MUNOZ, in which he said the airline took “full responsibility” for the episode.

“The truly horrific event that occurred on this flight has elicited many responses from all of us: outrage, anger, disappointment. I share all of those sentiments, and one above all: my deepest apologies for what happened. Like you, I continue to be disturbed by what happened on this flight and I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way.  

I want you to know that we take full responsibility and we will work to make it right.  

It’s never too late to do the right thing. I have committed to our customers and our employees that we are going to fix what’s broken so this never happens again. This will include a thorough review of crew movement, our policies for incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement. We’ll communicate the results of our review by April 30th. 

I promise you we will do better.”

[12Apr2017] WEDNESDAY: ‘SHAME’ AND ANOTHER APOLOGY

On Wednesday morning, Mr. MUNOZ appeared, solemnly, on ABC’s “Good Morning, America,” and said he felt “shame” when he saw the video of Dr. Dao being dragged from the flight.

“This can never — will never — happen again on a United Airlines flight. That’s my premise and that’s my promise,” he said.

Later Wednesday, United said it would offer a full refund to every passenger on the flight.

CRYSTAL DAO PEPPER, daughter of Dr. David Dao, with her lawyer STEPHEN GOLAN at a news conference on Thursday in Chicago.CreditJoshua Lott/Agence France-Presse — Getty Images

[13Apr2017] THURSDAY: ‘A HARSH LEARNING EXPERIENCE’

Moments after Dr. DAO’S lawyer and daughter spoke at a news conference in Chicago, United responded again, with an apology and a promise to “make this right.” The statement repeated the assertion that Mr. MUNOZ had reached out to Dr. DAO to apologize, which the doctor’s daughter said did not happen.

“We continue to express our sincerest apology to Dr. DAO. We cannot stress enough that we remain steadfast in our commitment to make this right. This horrible situation has provided a harsh learning experience from which we will take immediate, concrete action. We have committed to our customers and our employees that we are going to fix what is broken so this never happens again. 

Ø  First, we are committing that United will not ask law enforcement officers to remove passengers from our flig-hts unless it is a matter of safety and security.

Ø  Second, we have started a thorough review of policies that govern crew movement, incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement.

Ø  Third, we will fully review and improve our training programs to ensure our employees are prepared and empowered to put our customers first.

Our values – not just systems – will guide everything we do. We will communicate the results of our review and the actions we will take by April 30.

United CEO OSCAR MUNOZ and the company called Dr. DAO on numerous occasions to express our heartfelt and deepest apologies.”

---

Sapna Maheshwari, Matt Stevens and Daniel Victor contributed reporting.

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[United Airlines] Statement on Press Conference

April 13, 2017

http://newsroom.united.com/news-releases?item=124756

We continue to express our sincerest apology to Dr. DAO.  We cannot stress enough that we remain steadfast in our commitment to make this right. 

This horrible situation has provided a harsh learning experience from which we will take immediate, concrete action. We have committed to our customers and our employees that we are going to fix what’s broken so this never happens again. 

First, we are committing that United will not ask law enforcement officers to remove passengers from our flights unless it is a matter of safety and security.  Second, we’ve started a thorough review of policies that govern crew movement, incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement.  Third, we will fully review and improve our training programs to ensure our employees are prepared and empowered to put our customers first.  Our values – not just systems – will guide everything we do.  We’ll communicate the results of our review and the actions we will take by April 30.

United CEO OSCAR MUNOZ and the company called Dr. Dao on numerous occasions to express our heartfelt and deepest apologies.

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UNITED [AIRLINES PAYS THE BILL]

UNITED PASSENGER DAVID DAO REACHES ‘AMICABLE’ SETTLEMENT WITH AIRLINE [27Apr2017]

Source; Fortune; Alana Abramson; Apr 27, 2017

http://fortune.com/2017/04/27/david-dao-united-airlines-settlement/

1. Dr. DAVID DAO reached a settlement with United Airlines — just two weeks after he sustained a concussion and other injuries when he was forcibly removed from a flight, his attorneys said.
2. The monetary agreement in the settlement was not disclosed for confidentiality reasons.
3. "Dr. DAO has become the unintended champion for the adoption of changes which will certainly help improve the lives of literally millions of travelers," his lawyer, THOMAS A. DEMETRIO, wrote in a statement.
4. Dao was dragged from a United Airlines flight earlier this month, when he was forced to get off the flight to make room for crew members who were needed in another city. Video of law enforcement officers pulling him down the aisle with a bloodied face went viral across the internet, sparking outrage against the airline. His lawyer subsequently said he had been hospitalized as a result of the removal, and suffered several broken bones and a concussion.
5. His attorney, who slammed the airline in a lengthy news conference two weeks ago, praised United CEO OSCAR MUNOZ Thursday for taking responsibility for the incident and making subsequent policy changes.
6. "Mr. MUNOZ said he was going to do the right thing and he has. In addition, United has taken full responsibility for what happened on Flight 3411, [on 09Apr2017] without attempting to blame others, including the City of Chicago. For this acceptance of corporate accountability, United is to be applauded," DEMETRIO wrote in the statement.
7. In an interview with NBC News Thursday, MUNOZ said the airline was introducing new policies, including a prohibition on using law enforcement to remove passengers and reducing overbooking. "We breached public trust, and it's a serious breach," he said.

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UNITED AIRLINES REACHES SETTLEMENT WITH PASSENGER WHO WAS DRAGGED OFF PLANE FLIGHT 3411 [NYT, 27Apr2017]

Source: The New Yor Times; By DANIEL VICTOR and CHRISTOPHER DREWAPRIL 27, 2017

https://www.nytimes.com/2017/04/27/business/united-david-dao-settlement.html?_r=0

The United Airlines baggage claim in La Guardia Airport this month. CreditJohn Taggart for The New York Times

1. DAVID DAO, the doctor who was seen being dragged off a United Airlines jet this month in videos that sparked widespread outrage, has reached a settlement with the airline for an undisclosed amount, his lawyers said on Thursday.
2. The April 9 episode had stoked the fears and frustrations of airplane passengers everywhere and became a public relations nightmare for United.
3. On Thursday, both sides welcomed what they hoped would be the end of the ordeal.
4. “Mr. MUNOZ said he was going to do the right thing, and he has,” THOMAS A. DEMETRIO, one of Dr. Dao’s lawyers, said of OSCAR MUNOZ, United’s chief executive. “In addition, United has taken full responsibility for what happened on Flight 3411, without attempting to blame others, including the City of Chicago. For this acceptance of corporate accountability, United is to be applauded.” CHARLES HOBART, a United spokesman, confirmed the settlement.
5. “We are pleased to report that United and Dr. DAO have reached an amicable resolution of the unfortunate incident that occurred aboard flight 3411,” he said in an email. “We look forward to implementing the improvements we have announced, which will put our customers at the center of everything we do.”
6. Earlier on Thursday, United announced several steps to prevent such episodes from recurring and said that passengers who had arrived on an aircraft shouldn’t have to give up their seats. The airline said it would create a new check-in process that would allow passengers to volunteer to give up their seats for compensation, and increased the limit of that compensation to $10,000 from $1,350.
7. United had previously announced that it would no longer ask law enforcement officers to remove passengers from its planes over booking issues, and that crew members would not replace boarded passengers.
8. “I hope other airlines will follow United’s lead,” Mr. Demetrio said in an interview on Thursday. “I have gotten an amazing number of emails from people with tales of woe, and it was not limited to United Airlines. So passenger service is an industrywide issue, and here United has laid the groundwork for the other airlines on what needs to be done.”
9.  “I’ve read enough of people’s issues with the airlines to see that it’s real simple if the passengers are just treated kindly, even if they’re not always right,” he added.
10. Faced with a public relations crisis, United has offered a series of intensifying apologies since Dr. Dao suffered a concussion and a broken nose, and lost two teeth, as he was forcibly removed from a flight he had paid for. United said it needed the seat for an airline employee.
11. Mr. Demetrio said that Dr. Dao is planning to have surgery on his nose. He also said that he believed that United never had any legal basis to remove Dr. Dao from his seat.
12. A United report released on Thursday suggested the airline needs to become more customer-friendly. The company said it plans to reduce how many flights it overbooks — a common airline practice that ensures there are as few empty seats as possible — and create a call center to handle overbooking problems. It also said it would pay customers $1,500 if it loses their bags.
13. The uproar may have cost Mr. Munoz a planned promotion to the role of chairman of the company that runs United Airlines. United Continental Holdings said last week it would adjust its compensation program for senior executives to make it “directly and meaningfully tied to progress in improving the customer experience. ”