United airline Polemic.docx

United has said that the passenger and three others

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United has said that the passenger and three others were selected to be removed from the flight after no one accepted the offer of a voucher to leave voluntarily. The other three passengers left without incident, the airline said. If United has a negative reaction in the Chinese market, that has a significant impact on the overall performance of the airline
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According to Useem, Munoz’s apology is only “a small, first step” towards rethinking United’s policies. He said the problems in the United case were caused not as much by the airline staff as by the policies laid out by the company’s management. “This is Enterprise Management 101,” he said, adding that in the days ahead, United’s management would have to review its policies that led to a passenger being dragged out. He compared the United case with those at Volkswagen and Wells Fargo, where the pressure to perform against odds led employees to shortchange their customers. Useem said airlines typically are prepared with crisis management responses, such as to accidents, but United was clearly not prepared well enough in the latest case. He noted that when United Airlines initially explained that it had removed four passengers from the controversial flight, “it was not because of overbooking but because the company had a policy of flying pilots at the expense of passengers if needed.” That policy was “a time bomb waiting to
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  • Spring '18
  • Northwest Airlines, Delta Air Lines, Continental Airlines

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