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United unveils 10 policy changes , will pay bumped passengers up to $10,000


By Michelle Ewing, Cox Media Group National Content Desk

CHICAGO — United Airlines has announced 10 policy changes after a video of passenger David Dao being dragged off a plane went viral earlier this month.

In what may be the biggest change, the airline will now offer travelers as much as $10,000 to relinquish their seats on overbooked flights, up from $1,350, according to Bloomberg.

In a Thursday news release, the airline also pledged to take the following actions:

“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.

“Establish a customer solutions team to provide agents with creative solutions such as using nearby airports, other airlines or ground transportation 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.”


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