The chief executive of United Airlines apologized Tuesday on Capitol Hill for an incident in which a passenger was dragged off a flight, calling it “a mistake of epic proportions” as frustrated lawmakers warned airline executives to improve customer service or face congressional intervention.
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“We will hold you accountable and expect real results”, said Rep. Bill Shuster, R-Pennsylvania, the committee’s chairman.
“It fits perfectly with our brand”, said Jordan, whose airline is the largest domestic carrier as measured by passengers and unlike its rivals does not charge checked-bag or flight-change fees.
Representatives from Southwest and American Airlines joined Munoz at the witness table Tuesday as the United CEO detailed policy changes the airline adopted after cellphone footage of the Dao incident on April 9 went viral. But Shuster and others said they would prefer not to legislate around issues about how airlines sell their product.
United has changed its policies by reducing overbooked flights and offering passengers who give up their seats up to $10,000.
His appearance is weeks after doctor David Dao was forcibly removed from his United flight by Chicago aviation security officers.
But lawmakers said problems with air travel are commonplace.
Terming the airlines “monopolies” due to consolidation within the industry, Democrat Eleanor Holmes Norton, the delegate for Washington, D.C., asked why the airlines’ “contract of carriage”, their agreement with customers, was so complicated – and couldn’t be boiled down to a single page. Lines are long, planes are delayed yet prices keep going up, he said.
“It was one of the lower fares, yes”, Munoz said.
“A grown man, assumedly sane, when approached by law enforcement on an aircraft should abide by the request being made”, Rep. Todd Rokita (R)-Ind. said. He can’t sit up straight, and his legs stick out.
The U.S. airline industry’s overbooking and bumping policies have come under intense fire following the United incident which sparked global outrage.
“This has to be a turning point for the 87,000 people and professionals here at United”, Munoz told the committee. Jordan said the airline expected the change to reduce the incidence of customers being denied boarding by about 80 percent.
American Airlines, which has a hub in Philadelphia, said an April 21 episode when a flight attendant grabbed a stroller from a passenger, also captured on video, clearly was wrong.
United Airlines reached a settlement with passenger Dr. David Dao, 69, last week.
United’s apology to Dao and its settlement of his threatened lawsuit out of court “is probably enough” to put this particular incident to rest, suggested Wayne Plucker, director of aerospace and defense research at Frost & Sullivan.
That was the stern, clear warning lawmakers gave airline executives who testified before Congress on Tuesday.
Senior Vice President Kerry Philipovitch, said the incident was improperly handled and is being investigated.
McGee said that while major airlines “may boast of investing millions into their operations”, a “closer examination reveals those investments often focus on amenities and perks for the few who can afford to pay more to fly in premium classes while the overwhelming bulk of passengers in economy are subjected to packed cabins, tight seats, new and higher add-on fees and all too often an utter lack of respect”. In a statement, the airline said it was working with individual members of Congress on customer service issues.
U.S. Rep. Lois Frankel, a Florida Democrat, 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”.
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DeFazio slammed the practice of overbooking, and United for making $800 million past year on ticket change fees.
