Know your rights as a traveler on overbooked flights.

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.”

MAIN STORYUnited pledges new protections for fliers in wake of passenger-dragging incident

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.

2. 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.

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

United policy will be revised to increase the compensation levels up to $10,000 per customers willing to volunteer to take a later flight. This will go into effect on April 28.

4. United will establish a customer solutions team to provide agents with creative solutions

United will create a team to proactively identify and provide gate agents with creative solutions such as using nearby airports, other airlines or ground transportation to get customers and crews to their final destinations. United expects the team to be operational by June. Examples include:

– Suggest flights to close-by airports and then provide transportation to the customer’s preferred destination.

– If a customer’s travel includes a connecting flight, provide options that would eliminate the connection and still get the customer to the destination.

– Offer ground transportation where practical.


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5. United will ensure crews are booked onto a flight at least 60 minutes prior to departure

Unless there are open seats, all crew members traveling for work on our aircraft must be booked at least 60 minutes before departure. This policy was implemented on April…