US lawmakers threatened United Airlines (UAL.N) and other USA carriers on Tuesday with legislation aimed at improving customer service after a passenger was hauled down the aisle of an overbooked flight last month.
"Something is clearly broken when passengers have been treated the way they have on recent flights", Rep. Bill Shuster, chairman of the House Transportation Committee, told a panel of chastened airline executives at today's hearing.
If the airlines do not make changes, Shuster said Congress is likely to step in.
"This is on me", Oscar Munoz told the House Transportation and Infrastructure Committee. Unlike other frustrated passengers who can't do much to change the system, the Congress has the power to force those changes if they don't occur willingly.
Democratic Rep. Lois Frankel of Florida said airline officials at the more than three-hour hearing "probably feel a lot like airline passengers: very claustrophobic and waiting for something bad to happen".
United Airlines CEO Oscar Munoz called the dragging of a customer off a plane "a terrible mistake" in testimony Tuesday before the House Transportation Committee.
United Airlines called the forcible removal of a passenger in April a "horrible failure" on Tuesday and promised to "do better" by reducing overbooking, limiting the use of law enforcement, and increasing the cash incentive to passengers who voluntarily give up their seat before boarding.
"This has to be a turning point for the 87,000 people and professionals here at United", Munoz told the committee. United passenger dragged off overbooked flight at O'Hare; officer placed on leave " This committee does not want half fixes and temporary measures", said Schuster.
The hearing is on the oversight of USA airline customer service, and will deal with consumer protection for passengers.
Rep. Rick Larsen, D-Wash., said United put its own needs ahead of customers as it forced Dao off the flight to accommodate a crew member who wanted to take the trip to work another flight the next day.
'Dance Moms' star Abby Lee Miller gets one year in prison
Miller, who allegedly hid the money in secret bank accounts between 2012-13, pled guilty to bankruptcy fraud in June 2016. Miller famously fought with Cota when she cut her daughter Ava from the Junior Elite Competition Team in season four .
"While we strive for flawless customer service every day, the reality is the system is far from ideal", Mr Philipovitch said.
United Airlines reached a settlement with passenger Dr. David Dao, 69, last week.
United president Scott Kirby joined Mr Munoz at the hearing, along with top executives of American Airlines, Alaska Airlines and Southwest Airlines.
But legislators' questions ranged beyond specific incidents to the general disconnect between airlines' staff and their customers. American Airlines suspended an employee in late April after a video went viral showing a flight attendant challenging a customer to a fight after allegedly hitting a woman with a stroller.
The company was working to change its policies, Munoz said.
The House of Representatives transportation committee carried out a hearing including the most important airlines.
Replied Munoz: "Could not agree with you more".
The incident on the United flight sparked a debate over customer service on U.S. airlines; the topic of the hearing today, which featured a range of airline executives in the spotlight. On Tuesday, United's Munoz apologized to Dao.
The White House has not weighed in on whether new rules are needed to respond to airline customer service issues.
"I expect that number to go down 80% because of that policy change", he said.
Comments