UA3411事件似乎開啟了全民對航空業的吐槽，最近觀察到的類似事件報告也增多了不少（比如前幾天的AA嬰兒車，還有今天的DL憋尿…），其實我個人是相信這些類似事件一直都存在，並且廣大美帝&生活在美帝的群眾之前真的是被航空公司的強勢欺壓得敢怒不敢言。
這一次UA3411事件點燃了一個導火索，並且很可能讓航空業有一次至少表面上的政策改革，尤其是超售方面：
- 西南航空宣布不再超售航班
- DL/UA已承諾提高超售補償券上限
UA CEO這次糟糕的公關表現也是一夜間讓他淪為全民笑柄…..
就這次時間本身而言，今天也算走到了一個關鍵的時間點：UA已和當事乘客達成了庭外和解
這次事件中受傷的乘客 David Dao 在事後已聘請芝加哥著名律師 Thomas A. Demetrio 擔任其代理律師（此律師同時也擔任了AA前幾天那個事件當事人的代理人），並且已經成功讓法院要求當事方保存證據。本來之前大家一直猜測的是這一次會在法庭上讓UA哭個爽（律師之前也說的考慮訴訟），不過最後還是庭外和解了，和解金額沒有透露…說實話感覺有點快得出乎不少人預計。
與此同時，UA也給廣大會員群發了一封道歉郵件：Actions Speak Louder than Words
Dear Mr. XXX,
Each flight you take with us represents an important promise we make to you, our customer. It’s not simply that we make sure you reach your destination safely and on time, but also that you will be treated with the highest level of service and the deepest sense of dignity and respect.
Earlier this month, we broke that trust when a passenger was forcibly removed from one of our planes. We can never say we are sorry enough for what occurred, but we also know meaningful actions will speak louder than words.
For the past several weeks, we have been urgently working to answer two questions: How did this happen, and how can we do our best to ensure this never happens again?
It happened because our corporate policies were placed ahead of our shared values. Our procedures got in the way of our employees doing what they know is right.
Fixing that problem starts now with changing how we fly, serve and respect our customers. This is a turning point for all of us here at United – and as CEO, it’s my responsibility to make sure that we learn from this experience and redouble our efforts to put our customers at the center of everything we do.
That』s why we announced that we will no longer ask law enforcement to remove customers from a flight and customers will not be required to give up their seat once on board – except in matters of safety or security.
We also know that despite our best efforts, when things don』t go the way they should, we need to be there for you to make things right. There are several new ways we』re going to do just that.
We will increase incentives for voluntary rebooking up to $10,000 and will be eliminating the red tape on permanently lost bags with a new “no-questions-asked” $1,500 reimbursement policy. We will also be rolling out a new app for our employees that will enable them to provide on-the-spot goodwill gestures in the form of miles, travel credit and other amenities when your experience with us misses the mark. You can learn more about these commitments and many other changes at hub.united.com.
While these actions are important, I have found myself reflecting more broadly on the role we play and the responsibilities we have to you and the communities we serve.
I believe we must go further in redefining what United’s corporate citizenship looks like in our society. You can and ought to expect more from us, and we intend to live up to those higher expectations in the way we embody social responsibility and civic leadership everywhere we operate. I hope you will see that pledge express itself in our actions going forward, of which these initial, though important, changes are merely a first step.
Our goal should be nothing less than to make you truly proud to say, “I fly United.”
Ultimately, the measure of our success is your satisfaction and the past several weeks have moved us to go further than ever before in elevating your experience with us. I know our 87,000 employees have taken this message to heart, and they are as energized as ever to fulfill our promise to serve you better with each flight and earn the trust you』ve given us.
We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve.
With Great Gratitude,
Oscar Munoz
CEO
United Airlines
信中重申了以下承諾：
- 以後除了安全原因，不會強制要求乘客離機
- 超售賠償金上限提高到$10,000
- 減少超售
在昨天的早些時候，美聯航也發佈了關於此次事件的公開報告：United Flight 3411 Review and Action Report (PDF)，這裡也簡要節選一下關鍵點（翻譯得比較倉促請見諒）：
- UA承認的錯誤之處：
- 沒涉及安全原因就強制拖乘客下飛機
- 在最後時刻才給員工訂座
- 補償力度不足
- 員工缺乏處理類似情形的培訓
- UA承諾的改進點：
- 除非安全原因，不會強制乘客離機
- 已就坐乘客不會被非自願（involuntarily）要求放棄行程
- 放棄登機的補償提高到$10,000上限
- 建立客服小組專門為員工提供更好的解決方案
- 員工訂座在起飛前60分完成
- 減少超售
- 要求員工當場解決乘客疑難
- 遺失行李補償$1500
就如UA自己說的一樣，words只是形式，真正做的咋樣，看美聯航之後的表現吧。