United Airlines, now experiencing a public relations disaster following a viral video that showed a passenger being violently removed from one of its flights, is reviewing its own procedures with an announcement of proposed changes expected before April 30.
United Airlines just made another policy change aimed at preventing a fiasco like the one it endured this week.
Airlines need to rethink the policies by which they book, and often overbook, flights.
Immediately following its recent crisis-in which a passenger was forcibly removed after refusing to give up his seat-the airline said that it needed the seats to accommodate its commuting crew members.
Munoz told ABC that the escalation of the Sunday incident was due in part to the fact that "we have not provided our frontline supervisors and managers and individuals with the proper procedures that would allow them to use their common sense", something he said he believes the airline can fix. After no one volunteered, the airline's crew chose seats at random to rebook on another flight.
NPR noted that Delta asks passengers individually at check-in if they would be willing to give up a seat.More news: Phil Simms headed to CBS studio spot on 'NFL Today'
Footage of the incident went viral, and United has since come under fire for how it responded.
United's board said on Friday the company had to craft policies to win back customer trust and apologized to Dao and his family. He said he couldn't imagine many situations in which people wouldn't jump at almost $10,000. Last year, the average cash payout for passengers who were denied boarding was $9. Delta earned almost $4.4 billion.
Members of the US Congress have also expressed concern, as US House Representative Judy Chu, a Chinese American, has written both to the United Airlines and to the US Department of Transportation demanding answers.
In a video posted online, United Airlines passenger David Dao is shown with a bloody face after he was forced off an overbooked flight on Sun., April 9, 2017, by officers at Chicago O'Hare airport.
"If you offer enough money, even the guy going to a funeral will sell his seat", said Ross Aimer, a retired United pilot.