United Airlines is making these 10 customer-service policy changes

United Airlines is making these 10 customer-service policy changes

United Airlines on Thursday revealed its “Review and Action Report” recapping the April 9 incident aboard United Express Flight 3411. The report, which was promised by United CEO Oscar Munoz in the days following the incident, includes both a review of what led up to the incident and recommendations “to prevent a terrible event like this from happening again.”

Included in the report are 10 new or updated customer service polices meant to prevent episodes like the one that occurred on Flight 3411. Here are those changes, in United’s words, as spelled out in the company’s Flight 3411 “Review and Action Report.”

  1. United will limit use of law enforcement to safety and security issues only.

United will not ask law enforcement officers to remove customers from flights unless it is a matter of safety and security. United implemented this policy on April 12.

  1. United will not require customers seated on the plane to give up their seat involuntarily unless safety or security is at risk.

United implemented this policy on April 27.

  1. United will increase customer compensation incentives for voluntary denied boarding up to $10,000.

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