Earlier this month, we disappointed our customers and ourselves 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.

We committed to take action as a result of this incident, and today marks the first step in changing how we fly, serve and respect our customers.


We commit 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.
  • Establish a customer solutions team to provide agents with creative solutions such as using nearby airports, other airlines or ground transportations to get customers to their final destination.
  • Ensure crews are booked onto a flight at least 60 minutes prior to departure.
  • Provide employees with additional annual training.
  • Create an automated system for soliciting volunteers to change travel plans.
  • Empower employees to resolve customer service issues in the moment.
  • Reduce the amount of overbooking.
  • Eliminate the red tape on permanently lost bags by adopting a "no questions asked" policy on lost luggage. In these instances, United will pay a customer $1,500 for the value of the bag and its contents.

While some of these policies are effective immediately, many will be designed and implemented throughout 2017.

This is just the beginning — we are continuing to work on how we can better serve our customers and make their experience the best one possible.

Additional Resources:

- Press release
- Full report
- Infographic

Download the full report here