It is (almost) all about United Airlines this week.
This weekly post is my ‘round tuit’. Included are stories which caught my eye and others which I couldn’t cover in-depth during the week, but thought Flight Chic readers would want to know about.
1. United’s change of heart
United Airlines (UAL) announced 10 substantial changes to how it flies, serves and respects its customers. The changes are the result of United’s thorough examination of its policies and procedures, and commitment to take action, in the wake of the forced removal of a customer aboard United Express Flight 3411 on April 9.
Oscar Munoz, chief executive officer of United Airlines, 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 apologise. 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.”
“Our review shows that many things went wrong that day, but the headline is clear: our policies got in the way of our values and procedures interfered in doing what’s right. This is a turning point for all of us at United and it signals a culture shift toward becoming a better, more customer-focused airline. Our customers should be at the centre of everything we do and these changes are just the beginning of how we will earn back their trust,” he added.
United’s 10-Point Plan:
- 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
While several of these policies are effective immediately, others will be rolled out through the remainder of the year.
2. United settles with Dr Dao. The impact of the incident on the industry is lasting.
“We are pleased to report that United and Dr Dao have reached an amicable resolution of the unfortunate incident that occurred aboard flight 3411. We look forward to implementing the improvements we have announced, which will put our customers at the centre of everything we do.”
This is one—of many—new changes we're making to the way we fly, serve, and respect you. https://t.co/a7J0ZzcbrE pic.twitter.com/lukenQBhOp
— United (@united) April 29, 2017
United Takes Action to Improve Its Policy on Overbooked Flights https://t.co/alLqZf1rsc via @theAPEXassoc
— FlightChic | ✈️???? (@designerjet) April 27, 2017
United's Apology Fares Include Super-cheap Flights to Europe This Summer https://t.co/Q6xhcZOkF8 via @TravelLeisure
— FlightChic | ✈️???? (@designerjet) April 27, 2017
Southwest drops overbooking policy
This industry-wide response is impressive for one incident https://t.co/SYgEYd9Nzb
— Jessica Plautz (@jessicaplautz) April 27, 2017
Data could be the fuel that United and others need to soar (and recover) https://t.co/ARLub9jxjA @tnooz
— FlightChic | ✈️???? (@designerjet) April 25, 2017
EasyJet's Carolyn McCall: when you've done something wrong, apologise https://t.co/4IUYqXqcje via @campaignmag
— FlightChic | ✈️???? (@designerjet) April 27, 2017
3. Extending the electronics ban would be a worse nonsense than instituting it in the first place.
US considers cabin laptop ban on flights from UK airports https://t.co/8rzOGsKztd @guardian //Nothing about this ban makes any sense.
— FlightChic | ✈️???? (@designerjet) April 25, 2017
If #ElectronicsBan spreads, it would damage the personal freedom integral to air travel, says APEX CEO @joepleader: https://t.co/TMnhBrXlv9 pic.twitter.com/dvBmi9LBsO
— APEX (@theAPEXassoc) April 26, 2017
4. Delta’s new LSTN premium headsets raise funds for hearing aids charity.
.@Delta launches @LSTN headphones in Premium Cabins, gives gift of hearing to those in need through @starkeycares https://t.co/bSOXwQX3s2 pic.twitter.com/wK20xR8nTy
— Delta News Hub (@DeltaNewsHub) April 26, 2017
LSTN Sound Co. is on a mission to change lives through the power of music. For every premium headphone or speaker sold, proceeds are donated to their nonprofit partner, Starkey Hearing Foundation, to help provide hearing aids to people in need around the world. LSTN products can be found in luxury boutiques across the globe as well as online. The company was founded in 2013 in Los Angeles, California by Bridget Hilton and Joe Huff. Additional information can be found at LSTNsound.com, Instagram @LSTNsound, as well as Facebook.com/LSTNheadphones.
5. IATA’s NDC standard comes with complications, but that may not be all bad.
Must-Read=>Is NDC bringing some order as Lufthansa connects travel management firms? https://t.co/08MmyxrJv9 by @foxychops @tnooz
— FlightChic | ✈️???? (@designerjet) April 27, 2017
6. Say what you will about love and marriage but weddings can be expensive.
Profit @AlaskaAir dives on costs of Virgin America merger and higher fuel priceshttps://t.co/7AcvKKZj9S pic.twitter.com/tYDXgJAXLl
— Dominic Gates (@dominicgates) April 26, 2017
7. Gogo extends coverage.
Gogo Leases Satellite Capacity From SES, Adding Coverage Over US West Coast and Pacific https://t.co/keiYAWqzEr h/T @theAPEXassoc
— FlightChic | ✈️???? (@designerjet) April 24, 2017
8. ViaSat and Eutelsat are ready to launch.
#LetsLaunch #ViaSat-2, #Eutelsat172B scheduled for launch on June 1 #Ariane5 #VA237 #ConnectUp
— ViaSat Inc. (@ViaSatInc) April 27, 2017
9. CAPA on the benefits of connected aircraft.
The Connected Airline: Unifying Airline Operations Improves Customer Experience and Your Bottom Line | CAPA https://t.co/tNg5yKe9lo
— FlightChic | ✈️???? (@designerjet) April 27, 2017
10. Asiana Airlines gets its first A350.
Live from @Airbus Toulouse – here's my full article: A Look Inside Asiana Airlines' first #A350-900 XWB! ????????https://t.co/nPqlDVRci4
— Alex Macheras (@AlexInAir) April 25, 2017
11. Oh, Alitalia.
NEWS Italy arranging emergency bridge loan to keep Alitalia flying https://t.co/0xnEsW60R0 pic.twitter.com/8n7dG8gcsb
— Aviation Source (@aviationsource) April 26, 2017
.@Alitalia’s Future Uncertain As Workers Reject Restructuring Planhttps://t.co/CXbrrZtgk7
— AirwaysLive (@airwayslive) April 25, 2017
12. UK aviation taxes are huge.
If you're surprised…. you honestly shouldn't be. https://t.co/qwqx6jp8FE
— Kevin-Economy&Beyond (@EconomyBeyond) April 23, 2017
13. Comac C919 certification advances.
EASA Working On Comac C919 Certification https://t.co/FuCHlTo4om pic.twitter.com/JVeWBJ6mM5
— ✈️Jamie Fly Aviation (@Boeingpro) April 27, 2017
14. This passenger carry-on may be problematic.
BYO-Germ-killing antimacassars!? https://t.co/XX5xuBc06j via @TravelLeisure //????OMG the fights as people cover neighbour's IFE screens!
— FlightChic | ✈️???? (@designerjet) April 24, 2017
15. Friendly beluga.
Our employees have selected the livery of the 1st #BelugaXL. Hit ❤️ if you like it as much as we do! https://t.co/URBArengQs pic.twitter.com/TFgAmdCasC
— Airbus Aircraft (@Airbus) April 25, 2017
Week 18 starts with May 1: International Worker’s Day and also the celebration of the rite of Spring.
Thursday is May 4th, so keep your lightsabers handy.
May the week prove productive and fruitful for you!
(Keep clear of the dark side of The Force.)