Reference no: EM132279157

MBA - Ethics & Values

United Airlines Wrongdoing

In 2017, two security officers from United Airlines forcibly removed a passenger off an overbooked United flight. A video footage of a bloodied passenger went viral all over the internet showing a 69-year-old David Dao’s head smacking against an arm rest during the altercation with United securities. The video, taken by another passenger on board, showed Dao’s sweater hitching up to his chest to reveal his stomach and glasses askew as security dragged him flat down the aisle and off the flight.

Dao, who was traveling with his wife, refused to get off the plane to make room for crew members on the overbooked flight.

Without showing any genuine sympathy toward the humiliated passenger, United CEO Oscar Munoz only said, “this is an upsetting event to all of us here at United”. Adding salt to the open wound, Munoz had called Dao “disruptive and belligerent” in a letter to employees.

Dao’s lawyer Thomas Demetrio who later settled with United for undisclosed amount of damage said "for a long time, United has bullied us. We need United to treat us with respect."

Following the settlement, United announced that it changed its removal policy and it will no longer ask law enforcement officers to remove customers from flights unless it is a matter of safety and security. A second new guideline also was implemented where United crew members seeking last minute seats would have to make other arrangements instead of unseating passengers.

Questions:

· Did Dao violate the Airline rules and regulations?

· Could United resolve the issue differently?

· Was it unethical issue or bad judgment?