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After a month of disastrous passenger treatments, some brought on by the passengers and some the fault of airline employees, United Airlines has announced sweeping changes in an attempt to improve the customer experience and win back customer trust and loyalty.

United Airlines (UAL) today announced 10 substantial changes to how it flies, serves and respects its customers. The changes are the result of United’s thorough examination of its policies and procedures, and commitment to take action, in the wake of the forced removal of a customer aboard United Express Flight 3411 on April 9.

United commits to: 

  • 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….

Unfortunately for United Airlines, they will always suffer from one problem that every company in the world experiences – they hire sinners. Many people can pass numerous background checks and interviews, but still be hot-heads who lose their temper easily or just don’t really belong in a people and service oriented profession.

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