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BBT March/April 2018
March/April 2018
For Business, Corporate Travel & Meeting Buyers & Arrangers

United changes crew booking policy

United Airlines has changed its policy on giving cabin crew priority seats on full flights after the incident involving a passenger who was dragged off after refusing to give up his seat.

The airline said members of staff will now be allocated at least an hour before departure.

It comes after Dr David Dao was removed by security staff because he refused to give up his seat to make room for crew. He suffered injuries in the incident that was filmed and went viral.

Speaking as the airline published its financial results, CEO Oscar Munoz said the incident will prove to be a watershed moment.

“It is obvious from recent experiences that we need to do a much better job serving our customers. The incident that took place aboard Flight 3411 has been a humbling experience, and I take full responsibility.

“This will prove to be a watershed moment for our company, and we are more determined than ever to put our customers at the centre of everything we do.

“We are dedicated to setting the standard for customer service among U.S. airlines, as we elevate the experience our customers have with us from booking to baggage claim," said Munoz.

Q1 Revenue

United’s profit dropped 69 per cent in the first three months of the year, compared to the same period in 2016. Revenue was $8.4 billion, an increase of 2.7 per cent year-on-year.

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