A nother day, another airline, another debacle: the incident du jour is one of a passenger who was dragged off of an airplane operated by United Airlines on Sunday evening, April 9, 2017.
Plenty of Blame to Go Around With the Passenger Dragged Off a United Airlines Airplane
The following summary of information was derived from numerous articles from numerous multiple sources…
An airplane — which was to operate as United Airlines flight 3411 from O’Hare International Airport in Chicago to Louisville International Airport — was first reported as overbooked; but the airplane was simply filled to capacity with passengers…
…but because four members of a flight crew were “out of position” and needed to be accommodated on the airplane to get to Louisville on time to offer service on a different flight — and not wanting to cause a possible “domino effect” of delays for potentially hundreds of passengers should those four members of a flight crew not arrive on time for the flight to which they were assigned — employees of United Airlines first offered $400.00 in compensation plus meals and lodging for the night to passengers to voluntarily leave the airplane and be accommodated on a flight for the next day; but no one accepted the offer. The offer then increased the offer to $800.00 in vouchers — but still no one accepted the offer; and the internal guidelines of United Airlines supposedly strictly prohibits a gate agent from further increasing the offer to passengers.
The decision was reached to randomly select four passengers via computer to be involuntarily denied boarding — except for one problem: passengers had already boarded the airplane, rather than simply stay behind at the boarding area of the gate of the airport.
One passenger — a male doctor who needed to be at a hospital the next day — reportedly was very upset at being selected to leave the airplane involuntarily and supposedly was yelling at members of the flight crew; although at least one witness to the incident denied that the man behaved in an inappropriate manner.
Videos of the Incident
Passengers who recorded the incident on video have encouraged their videos to be shared — but none of the videos show how the incident started.
The following video was recorded by Jayse D. Anspach, who posted it to his Twitter account:
@United overbook #flight3411 and decided to force random passengers off the plane. Here's how they did it: pic.twitter.com/QfefM8X2cW
— Jayse D. Anspach (@JayseDavid) April 10, 2017
The husband of Kaylyn Davis was a passenger aboard the airplane on that flight; and she shared videos and a photograph via her Twitter account:
#flythefriendlyskies my husband was on that flight. Screw you United!! @united pic.twitter.com/4EcxrMy5jZ
— Kaylyn Davis (@kaylyn_davis) April 10, 2017
#flythefriendlyskies @united my husband had to deboard because of the blood pic.twitter.com/AMywCaPlnC
— Kaylyn Davis (@kaylyn_davis) April 10, 2017
#flythefriendlyskies @united no words. This poor man!! pic.twitter.com/rn0rbeckwT
— Kaylyn Davis (@kaylyn_davis) April 10, 2017
Audra D. Bridges has a video of the incident posted to her Facebook account.
Please share this video. We are on this flight. United airlines overbooked the flight. They randomly selected people to kick off so their crew could have a seat. This man is a doctor and has to be at the hospital in the morning. He did not want to get off. We are all shaky and so disgusted. #unitedairways -To use this video in a commercial player or in broadcasts, please email licensing@storyful.com-
Posted by Audra D. Bridges on Sunday, April 9, 2017
What the Chief Executive Officer of United Airline Had to Say
At first, Oscar Munoz — who is the chief executive officer of United Airlines — initially said pertaining to the incident via Twitter:
United CEO response to United Express Flight 3411. pic.twitter.com/rF5gNIvVd0
— United Airlines (@united) April 10, 2017
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 con dust our own detailed revue of what happened. We are also reaching out to this passenger to talk directly to him and further address and resolve this situation.
— Oscar Munos, CEO, United Airlines
The following is a letter to employees from Oscar Munoz as obtained by Jon Ostrower — who is the aviation editor at CNN — and shared via this “tweet”:
United CEO Oscar Munoz sent this letter to staff: "While I deeply regret this situation arose, I also emphatically stand behind all of you." pic.twitter.com/gq6L7fFX2V
— Jon Ostrower (@jonostrower) April 10, 2017
Dear Team,
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
Summary of Flight 3411
- 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.
- 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.
- 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.
- 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.
- 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.
Involuntary Denied Boarding Rules
According to this official document from the Office of the Secretary of the Department of Transportation of the United States, these are the rules to which airlines must abide with regard to compensation for passengers who are involuntary denied boarding:
The minimum denied boarding compensation for domestic travel occurring on or after August 25, 2015, increased to 200 percent of the fare to the passenger’s destination or first stopover, with a maximum of $675 (from $650), if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover more than one hour but less than two hours after the planned arrival time of the passenger’s original flight; and 400 percent of the fare to the passenger’s destination or first stopover, with a maximum of $1,350 (from $1,300), if the carrier does not offer alternate transportation that is planned to arrive at the airport of the passenger’s destination or first stopover less than two hours after the planned arrival time of the passenger’s original flight for domestic flights. For international flights departing from a U.S. airport, the amount of denied boarding compensation shall be no less than 200 percent of the fare to the passenger’s destination or first stopover, with a maximum of $675 (from $650), if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover more than one hour but less than four hours after the planned arrival time of the passenger’s original flight; and 400 percent of the fare to the passenger’s destination or first stopover, with a maximum of $1,350 (from $1,300), if the carrier does not offer alternate transportation that is planned to arrive at the airport of the passenger’s destination or first stopover less than four hours after the planned arrival time of the passenger’s original flight. 80 Fed. Reg. 30144. In August 2011, the DBC limit increased from $400 or $800 depending on the length of the bumped passenger’s delay to $650/$1,300. 76 Fed. Reg. 23110.
Again, the next available flight was not until the next day; so in this case, the part of the rule pertaining to more than four hours applies.
Based on those rules, United Airlines has its policy pertaining to involuntary denied boarding of a passenger in accordance to its contract of carriage — as well as to its commitment to customers.
Who Is to Blame — and What Should Have Happened?
This whole incident is so ridiculous that I did not want to even cover this story. I said that there was plenty of blame to go around; but I do not know all of the facts definitively — but based on what I have read from many media sources, here is how I believe the blame should be placed:
- On United Airlines for not further increasing the compensation despite its supposedly rigid policy — even though the flight might have been delayed, as offering enough compensation and slightly delaying the flight would have most likely cost significantly less than all of the negative publicity which United Airlines has had to endure just today alone
- On United Airlines for exacerbating the situation: even though the airline acted within legal boundaries of Rule 25 of its contract of carriage and that passengers are supposed to unequivocally obey the commands of members of the flight crew, employees should have simply found another passenger to remove from the airplane rather than have called in law enforcement for backup
- On the unidentified passenger in question for not simply following the directions of members of the flight crew; and supposedly creating enough of a scene which prompted someone from United Airlines to call in law enforcement — rather than leave the airplane quietly and voice concerns with employees of the airline
- On the law enforcement officer for unnecessarily using excessive force on a man — who is 69 years of age; paid for his airfare; and sat in his assigned seat — to the point where he was bleeding and publicly humiliated; and the law enforcement officer in question was reportedly either suspended or placed on leave
- On the passengers — surely one of them aboard a full aircraft could have on second thought volunteered to leave the aircraft after all
- On the media — yes, including myself — for giving this story substantially more attention than it deserves
Summary
This is a classic example of the exacerbation of a situation which went unchecked until it was far out of control. The impression by many people is about how horrible United Airlines is to customers; how we live in a police state where in the United States; how no one came to the aid of the passenger in question; and blah blah blah and etceteras ad nauseum.
Rather, this was basically a string of simple yet unfortunate incidents which led to a situation that spiraled so out of control that I will bet anyone even remotely involved is embarrassed to have been a party — or a witness — to it…
…and the unfortunate part is that a simple gesture on the part of someone — anyone — could have derailed this debacle from reaching a boiling point. Common sense should have prevailed in not allowing this incident to escalate the way it did in the first place.
Until this incident is investigated to understand as best as possible what happened, Oscar Munoz really had no choice but to stand behind his employees. To not do so would leave employees of United Airlines feeling that no one in upper management stands behind them, which would most likely lead to morale issues.
Fortunately, this is an unusual incident: there are usually a few passengers for every flight who would be more than willing to take the $800.00 or $1,000.00 to have some dinner, relax in a hotel, and catch a flight the next day. Perhaps United Airlines could have also thrown in a guaranteed seat in the first class cabin on the flight the next day if space was available.
Somewhere in all of the hyperbole and supposition throughout the media and social media is the truth — and I can only hope that this incident becomes a learning experience from which everyone can benefit.
Photograph ©2016 by Brian Cohen.