In [March 2018], United killed a passenger’s dog by leaving it in the overhead bin for too long. This brand reported that the owner of the dog told a flight attendant that the dog was in the bag before being stowed there. However, the flight attendant did not hear and understand the request. (https://www.cnbc.com/2018/03/14/united-airlines-passenger-told-flight-attendant-her-pet-was-in-bag.html)

In April 2017, United overbooked a flight and forcibly removed a passenger who refused to give up his seat. The incident was captured on video and sparked outrage and boycotts from customers and celebrities (Lấy vụ David Dao nha)

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.

Reduce the amount of overbooking.

Empower employees to resolve customer service issues in the moment.

Eliminate the red tape on permanently lost bags by adopting a “no questions asked” policy on lost luggage.

In [February 2023], the FAA proposed a fine for United Airlines over safety checks. The FAA alleged that United removed a fire system warning check from a preflight checklist and operated flights without ensuring they were properly maintained for operation (https://www.faa.gov/newsroom/faa-proposes-11m-fine-against-united-airlines-allegedly-not-performing-maintenance)