Here’s how often airlines involuntarily bump passengers
Published on Apr 10, 2017
A passenger was forcibly removed from a United Airlines flight by law enforcement on Sunday after refusing to give up his seat.
According to a person who says she was on the flight, the airline needed room on the overbooked aircraft to reposition crew for another flight. But when it couldn’t find enough volunteers, even after offering $800, the airline selected several passengers to deplane.
However, people get involuntarily bumped from flights quite often, and United Airlines isn’t the worst offender.
United Airlines CEO: There are lessons we can learn from this experience
In the letter, Munoz reaffirmed his support for United’s employees while pointing out that there are lessons to be gleaned from the incident. However, the CEO stopped short of apologizing to the 69 year-old customer.
Here’s the letter to employees from United Airlines CEO Oscar Munoz:
“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”
In addition to the letter, Munoz shared the airline’s official recap of the incident, according to preliminary reports submitted by the airline’s employees which states:
“Summary of Flight 3411
• On Sunday, April 9, after United Express Flight 3411 was fully boarded, United’s gate agents were approached by crew members 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.”
This account of Flight 3411 is purely from the perspective of the airline. While we do not yet have a first-hand account from the unidentified passenger at the center of the incident, witnesses aboard the flight have criticized law-enforcement and United for their unnecessarily brutal tactics.
United Airlinesis a subsidiary of United Continental Holdings, Inc.
Note: Oscar Munoz is the president & CEO for the United Continental Holdings, Inc., a director at World Business Chicago, and a trustee at the Museum of Science and Industry.
Glenn F. Tiltonwas the chairman for the United Continental Holdings, Inc., is a director at World Business Chicago, and a member of the Commercial Club of Chicago.
Rahm I. Emanuelis the chairman for World Business Chicago, the Chicago (IL) mayor, a member of the Commercial Club of Chicago, and was the White House chief of staff for the Barack Obama administration.
Richard M. Daleywas a director at the World Business Chicago, the Chicago (IL) mayor, Michelle Obama was his staffer, and is a member of the Commercial Club of Chicago.
William M. Daleywas a director at the World Business Chicago, the chief of staff for the Barack Obama administration, and is a member of the Commercial Club of Chicago.
Commercial Club of Chicago, Members Directory A-Z (Past Research)
R. Eden Martin is the president of the Commercial Club of Chicago, and counsel at Sidley Austin LLP.
Mark A. Angelsonwas a partner at Sidley Austin LLP, and a deputy mayor for Chicago (IL).
Kathryn B. Thomson was a partner at Sidley Austin LLP, a chief counsel for the Federal Aviation Administration (FAA), a general counsel for the U.S. Department of Transportation, Ray H. LaHood’s counselor, and is married to Christopher P. Lu.
Ray H. LaHood was the secretary at the U.S. Department of Transportation for the Barack Obama administration, and Kathryn B. Thomson was his counselor.
Christopher P. Luis married to Kathryn B. Thomson, was the White House cabinet secretary for the Barack Obama administration, Barack Obama’s legislative director, and a litigation associate at Sidley Austin LLP.
Michelle Obamawas a lawyer at Sidley Austin LLP, Mayor Richard M. Daley’s staffer, and the First lady for the Barack Obama administration.
Barack Obama was an intern at Sidley Austin LLP, and the president for the Barack Obama administration.
Newton N. Minow is a senior counsel at Sidley Austin LLP, and a member of the Commercial Club of Chicago.
James S. Crown is a member of the Commercial Club of Chicago, a director at the World Business Chicago, a trustee at the Museum of Science and Industry, and the vice chairman for the Aspen Institute (think tank).
Oscar Munoz is a director at World Business Chicago, a trustee at the Museum of Science and Industry, and the president & CEO for the United Continental Holdings, Inc.
Lester Crownis a life trustee at the Museum of Science and Industry, a member of the Commercial Club of Chicago, and was a lifetime trustee at the Aspen Institute (think tank).
Walter Isaacsonis a director at the Bloomberg Family Foundation, the president & CEO for the Aspen Institute (think tank), a director at the United Continental Holdings, Inc., was a director at United Airlines, and the chairman & CEO for CNN.
Aleksandra Johnson was a producer for CNN, a director of public affairs for the U.S. Department of Transportation, and is an assistant to the secretary for the Federal Aviation Administration (FAA).
Susan L. Kurlandwas an associate administrator for the Federal Aviation Administration (FAA), a deputy corporation counsel for Chicago (IL), and is an assistant secretary for aviation & international affairs for the U.S. Department of Transportation.
United Airlinesis a subsidiary of United Continental Holdings, Inc.
Oscar Munoz is the president & CEO for the United Continental Holdings, Inc., a director at World Business Chicago, and a trustee at the Museum of Science and Industry.
Glenn F. Tiltonwas the chairman for the United Continental Holdings, Inc., is a director at World Business Chicago, and a member of the Commercial Club of Chicago.
David J. Vitaleis a director at the United Continental Holdings, Inc., a trustee at the Museum of Science and Industry, and a member of the Commercial Club of Chicago.
