- Limit use of law enforcement to safety and security issues only.
- Not require customers seated on the plane to give up their seat involuntarily unless safety or security is at risk.
- Increase customer compensation incentives for voluntary denied boarding up to $10,000.
- Establish a customer solutions team to provide agents with creative solutions such as using nearby airports, other airlines or ground transportations to get customers to their final destination.
- Ensure crews are booked onto a flight at least 60 minutes prior to departure.
- Provide employees with additional annual training.
- Create an automated system for soliciting volunteers to change travel plans.
- Reduce the amount of overbooking.
- Empower employees to resolve customer service issues in the moment.
- Eliminate the red tape on permanently lost bags by adopting a "no questions asked" policy on lost luggage.
First among the rules, is the use of law enforcement only in instances of an imminent security or safety threat. United’s increased compensation incentive for de-boarding a plane is also a nice gesture, although $10,000 represents the maximum amount forked over by the airline in this regard -- not a baseline for what a booted passenger can expect to receive if they are asked to leave a flight.
After his garbled apology immediately after the Dao situation went viral, United CEO Oscar Munoz has offered a full-throated endorsement of his company’s new procedures, saying in a statement:
“Every customer deserves to be treated with the highest levels of service and the deepest sense of dignity and respect. Two weeks ago, we failed to meet that standard and we profoundly apologize. However, actions speak louder than words. Today, we are taking concrete, meaningful action to make things right and ensure nothing like this ever happens again."