Scott Kirby, the president of the United Airlines, attended a Senate hearing this week. The meeting was held in light of recent events at the company that became a public image disaster. The third largest carrier in the world was caught on footage the moment when its employees mishandled a passenger that had a ticket for the flight.
Scott Kirby Had to Present Ideas of Improving Customer Care Policies during Senate Hearing
On Thursday, Scott Kirby had to give a declaration at a Senate hearing. The president of United Airlines held a testimony according to which he felt penitence for the way United treated a boarded passenger. The client in question was David Dao whom United employees forced out of an overbooked flight last month.
This is the second time Kirby had to visit White House to answer for his company’s business conduct in a week. On the other hand, senators are not satisfied with what they are hearing. They fear that a lack of competition in this market gives companies free reign to proceed anyway they want in such tense situations. Politicians want to receive assurances that the airline organization will rethink its customer care policies to make them better.
Senators Are Appalled by the Way Carriers Treat Their Passengers
However, senators did not address the United Airlines situation solely. On the contrary, they took advantage of this meeting to discuss several concerning factors that became common traits for all airlines. For instance, they are worried about flight change and baggage fee which they find too high for the services they represent. Another hot topic was the leg room on planes that constitute an uncomfortable aspect of a flight for almost all passengers.
Since the David Dao incident, United Airlines made some amendments regarding one of its most important policies. As such, passengers will no longer be inconvenienced by overbooking. This means that they cannot lose their seat anymore once they purchase it. Only in cases of safety perils will the company intervene and remove its customers from their flight.
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