United chief: Our customers should be the focus of all we do [Updated]
The airline has announced a list of changes it’s making to regain consumers’ trust. Its CEO said: ‘Our policies got in the way of our values, and procedures interfered in doing what’s right.’
The carrier was hit with heavy criticism for enforcing its dress code policy, and then it faced huge backlash after forcibly removing a passenger from a flight to make room for crew members.
Now, it’s looking to turn things around.
On Thursday, United issued a press release announcing “10 substantial changes to how it flies, serves and respects its customers.”
In it, the airline addressed overbooking, increased its compensation cap for bumped passengers to $10,000 and promised to curtail its dependence on law enforcement:
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