NEW YORK // United Airlines said on Thursday it would offer passengers who volunteer to forfeit their seats on overbooked flights up to $10,000 as part of the carrier’s efforts to repair the damage from the rough removal of a passenger.
The offer came after rival Delta outlined plans to offer up to $9,950 in such cases.
United also said it would take actions to reduce overbooking flights and improve customer satisfaction.
“Our goal is to reduce incidents of involuntary denial of boarding to as close to zero as possible and become a more customer-focused airline,” the carrier said in the statement.
United had spent the last two weeks embroiled in controversy after videos recorded by fellow passengers, which went viral, showed David Dao, 69, yanked from his seat aboard a Louisville, Kentucky-bound United flight before takeoff from Chicago's O'Hare International Airport to make room for crew members.
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Mr Dao lost two front teeth in the scuffle, incurred a concussion and broke his nose, according to his lawyer, and will likely sue the airline.
United typically oversells flights by less than zero to 3 per cent of the plane’s seat capacity to account for no-shows.
United said it would no longer call law enforcement to deny passengers boarding, nor would passengers who are already seated be required to give up their seats on overbooked flights.
United will adopt a “no questions asked” policy on permanently lost baggage, paying customers $1,500 for the value of the bag and its contents, beginning in June.
“This is a turning point for all of us at United,” chief executive Oscar Munoz said in a statement.
Mr Munoz, who took the helm at United in 2015 as part of an effort to improve customer relations, has faced calls to step down after referring to Mr Dao as “disruptive and belligerent” in a statement following the incident.
It sparked a national conversation on US carriers’ treatment of customers in an industry comprising just a handful of competitors following years of mergers and consolidations.
United announced last week that Mr Munoz, in a move he himself initiated, would not become company chairman in 2018 as stated in his employment agreement.
United Airlines’ 10 policy changes in full:
• Limit use of law enforcement to safety and security issues only.
• Not require customers seated on the plane to give up their seat involuntarily unless safety or security is at risk.
• Increase customer compensation incentives for voluntary denied boarding up to $10,000.
• Establish a customer solutions team to provide agents with creative solutions such as using nearby airports, other airlines or ground transportations to get customers to their final destination.
• Ensure crews are booked onto a flight at least 60 minutes prior to departure.
• Provide employees with additional annual training.
• Create an automated system for soliciting volunteers to change travel plans.
• Reduce the amount of overbooking.
• Empower employees to resolve customer service issues in the moment.
• Eliminate the red tape on permanently lost bags by adopting a “no questions asked” policy on lost luggage.
* Reuters
How much do leading UAE’s UK curriculum schools charge for Year 6?
- Nord Anglia International School (Dubai) – Dh85,032
- Kings School Al Barsha (Dubai) – Dh71,905
- Brighton College Abu Dhabi - Dh68,560
- Jumeirah English Speaking School (Dubai) – Dh59,728
- Gems Wellington International School – Dubai Branch – Dh58,488
- The British School Al Khubairat (Abu Dhabi) - Dh54,170
- Dubai English Speaking School – Dh51,269
*Annual tuition fees covering the 2024/2025 academic year
ONCE UPON A TIME IN GAZA
Starring: Nader Abd Alhay, Majd Eid, Ramzi Maqdisi
Directors: Tarzan and Arab Nasser
Rating: 4.5/5
It Was Just an Accident
Director: Jafar Panahi
Stars: Vahid Mobasseri, Mariam Afshari, Ebrahim Azizi, Hadis Pakbaten, Majid Panahi, Mohamad Ali Elyasmehr
Rating: 4/5
GAC GS8 Specs
Engine: 2.0-litre 4cyl turbo
Power: 248hp at 5,200rpm
Torque: 400Nm at 1,750-4,000rpm
Transmission: 8-speed auto
Fuel consumption: 9.1L/100km
On sale: Now
Price: From Dh149,900
The Orwell Prize for Political Writing
Twelve books were longlisted for The Orwell Prize for Political Writing. The non-fiction works cover various themes from education, gender bias, and the environment to surveillance and political power. Some of the books that made it to the non-fiction longlist include:
- Appeasing Hitler: Chamberlain, Churchill and the Road to War by Tim Bouverie
- Some Kids I Taught and What They Taught Me by Kate Clanchy
- Invisible Women: Exposing Data Bias in a World Designed for Men by Caroline Criado Perez
- Follow Me, Akhi: The Online World of British Muslims by Hussein Kesvani
- Guest House for Young Widows: Among the Women of ISIS by Azadeh Moaveni
Rock in a Hard Place: Music and Mayhem in the Middle East
Orlando Crowcroft
Zed Books
UAE currency: the story behind the money in your pockets
Essentials
The flights
Etihad and Emirates fly direct from the UAE to Delhi from about Dh950 return including taxes.
The hotels
Double rooms at Tijara Fort-Palace cost from 6,670 rupees (Dh377), including breakfast.
Doubles at Fort Bishangarh cost from 29,030 rupees (Dh1,641), including breakfast. Doubles at Narendra Bhawan cost from 15,360 rupees (Dh869). Doubles at Chanoud Garh cost from 19,840 rupees (Dh1,122), full board. Doubles at Fort Begu cost from 10,000 rupees (Dh565), including breakfast.
The tours
Amar Grover travelled with Wild Frontiers. A tailor-made, nine-day itinerary via New Delhi, with one night in Tijara and two nights in each of the remaining properties, including car/driver, costs from £1,445 (Dh6,968) per person.
UAE currency: the story behind the money in your pockets
UAE tour of the Netherlands
UAE squad: Rohan Mustafa (captain), Shaiman Anwar, Ghulam Shabber, Mohammed Qasim, Rameez Shahzad, Mohammed Usman, Adnan Mufti, Chirag Suri, Ahmed Raza, Imran Haider, Mohammed Naveed, Amjad Javed, Zahoor Khan, Qadeer Ahmed
Fixtures:
Monday, 1st 50-over match
Wednesday, 2nd 50-over match
Thursday, 3rd 50-over match
What is Genes in Space?
Genes in Space is an annual competition first launched by the UAE Space Agency, The National and Boeing in 2015.
It challenges school pupils to design experiments to be conducted in space and it aims to encourage future talent for the UAE’s fledgling space industry. It is the first of its kind in the UAE and, as well as encouraging talent, it also aims to raise interest and awareness among the general population about space exploration.
TV (UAE time);
OSN Sports: from 10am
Results:
Men's 100m T34: 1. Walid Ktila (TUN) 15 sec; 2. Rheed McCracken (AUS) 15.40; 3. Mohammed Al Hammadi (UAE) 15.75. Men's 400m T34: 1. Walid Ktila (TUN) 50.56; 2. Mohammed Al Hammadi (UAE) 50.94; 3. Henry Manni (FIN) 52.24.
