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Case study Improvements Customer Services United AirlinesUnited Airlines Announces Changes to Improve Customer Experience
April 27, 2017
CHICAGO, April 27, 2017 /PRNewswire/ -- United Airlines (UAL) today 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.
United commits to:
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. The facts of what happened aboard Flight 3411 and a full review of United's
changes can be found at hub.united.com.
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 apologize. 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 center of everything we do and these changes are just the
beginning of how we will earn back their trust," he added.
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