United Airlines executives faced harsh criticism from US policymakers who demanded answers on Tuesday following the violent removal of a passenger from an overbooked flight in April, with the carrier’s chief executive again apologising for the incident.
United CEO Oscar Munoz’s appearance before the US House transportation and infrastructure committee was a test of how the Republican-led Congress would address company misconduct. Republicans largely back the US president Donald Trump’s push to undo rules and regulations they say hamper business growth.
Committee Chairman Bill Shuster, a Republican, said in opening the hearing that Congress will take action if airlines do not act and added they “would not like the outcome”. He said the airlines owe the public answers. “Something is broken,” he said.
Mr Munoz apologised again for the incident in written testimony and took responsibility for a series of problems that led to the incident. He first apologised on April 11 in a letter to employees.
“This is a turning point for United,” his testimony said. “It is my mission to ensure we make the changes needed to provide our customers with the highest level of service and the deepest sense of respect … ultimately our actions will speak louder than words.”
Rick Larsen, the top Democrat on the House panel’s aviation subcommittee, said he expected teh hearing to be “very pointed” and that executives should anticipate “pretty rough” questions. “What happened on United Express flight 3411 cannot happen again.”
United last week reached a settlement with the 69-year-old Dr David Dao, whose removal prompted intense public backlash when fellow passengers released video online showing aviation police dragging him down the aisle as passengers cried out and gasped at his bloodied face.
United also changed its policies by offering passengers who give up their seats up to $10,000 and by reducing overbooked flights. The airline has promised to no longer call on law enforcement officers to deny ticketed passengers their seats.
Southwest said last week it would end overbooking altogether. The company will tell Congress it expects that denied boarding incidents will fall 80 per cent as a result of the change.
Alaska Airlines told the committee in written testimony it is considering changes to its overbooking and other customer service policies.
Transportation secretary Elaine Chao declined to comment on whether the United incident would prompt any regulatory changes. Her department said this month it was investigating the matter.
Congressman Peter DeFazio, the top Democrat on the House committee holding Tuesday’s hearing, said it was “way too early” to know if the voluntary policy changes announced by United are permanent.
Mr Larsen said new airline regulations were not yet under discussion but that if carriers did not make a firm commitment to improve customer service, then “the options for legislation open”.
* Agencies
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