United Airlines dragged a passenger off an overbooked plane in April 2017 that created a media frenzy. The video broadcasted on Twitter by a passenger on the flight shows the passenger screaming in agony as he is being forced to leave the flight. However, the airline’s purpose is to fly friendly, fly right, and fly together, yet they disrespected and humiliated a passenger aboard Flight 3411 to Louisville. The bloodied passenger is pictured below as he is being dragged off the plane.
They didn’t make decisions with empathy or be a warm and welcoming face like their purpose states; they were hateful and unfriendly as they pressured the passenger to leave the aircraft. The airline had four employees that needed to go to Louisville, but why couldn’t they have just gotten on the next flight out to Louisville? Why force a customer who paid for his ticket and is causing no harm to leave his seat? Why create more problems for their company, when there is a solution right in front of them? United Airlines should not have overbooked Flight 3411 and should have told all passengers while checking in that they might be bumped to the next flight. In the future, United should be more transparent and upfront about their policies when a flight is overbooked. This type of unethical behavior displayed on a United Airlines aircraft hurts the organization in the long run. United will always have this headline tarnishing their image. The airline industry is competitive with many other air carriers vying and competing for more customers. United will always have to go above and beyond if they do not want more customers to abandon their airline. This crisis gives customers a reason to book their flights with other air carriers on their own free will. Overbooked flights might not be a problem for United Airlines from now on.