critical reflection: @united has an indefensible defense

This post is a critical reflection. If it seems jumbled that’s because it is.

I feel sorry for the victim of the attack – and that is what he is – he is a victim. No one should ever look like they were in a fight while flying. The “he” has a name. The victim’s name is Dr. David Dao.
What I find myself reading on the Huffington Post is that Dr. Dao had a drug conviction over a decade ago. They write:
“The second line of defense is narrower, because it requires time and some degree of investigative skill: smearing Dao, himself. A few media outlets found themselves up to the task, starting with the Louisville Courier-Journal , which had, at least, the (painfully thin) excuse that Dao is a local figure to justify an article on Dao’s legal history from more than a decade ago.”| Huffington Post, April 11, 2017 So what?
Where is the connection between his drug issues from 2003 and what happened to him yesterday? The only way it can be connected is if you want to become a United defender. It doesn’t matter if you have a drug conviction on your record, do you not have rights? You paid for a seat, you were sitting in said seat, and they said forget you our people are more important.
This sounds like authoritarianism. Or “the enforcement or advocacy of strict obedience to authority at the expense of personal freedom.” They were so strict that he lost his rights and they forced their ways on him.
The man paid for a seat and he was already sitting in said seat. Never mind that, our people are much more important. So, we’ll call the cops to drag you out. Who is given the power to declare that one person is much more important than another? The man paid for the seat, he has the right to sit in it. Move your people to another flight. Then the president of the company did some corporation victim smearing . The man was being rood and loud.
“Read the full text of his email below:

Dear Team,

Like you, I was upset to see and hear about what happened last night aboard United Express Flight 3411 headed from Chicago to Louisville. While the facts and circumstances are still evolving, especially with respect to why this customer defied Chicago Aviation Security Officers the way he did, to give you a clearer picture of what transpired, I’ve included below a recap from the preliminary reports filed by our employees.

As you will read, this situation was unfortunately compounded when one of the passengers we politely asked to deplane refused and it became necessary to contact Chicago Aviation Security Officers to help. Our employees followed established procedures for dealing with situations like this. While I deeply regret this situation arose, I also emphatically stand behind all of you, and I want to commend you for continuing to go above and beyond to ensure we fly right.

I do, however, believe there are lessons we can learn from this experience, and we are taking a close look at the circumstances surrounding this incident. Treating our customers and each other with respect and dignity is at the core of who we are, and we must always remember this no matter how challenging the situation.


Summary of Flight 3411

On Sunday, April 9, after United Express Flight 3411 was fully boarded, United’s gate agents were approached by crewmembers that were told they needed to board the flight.

We sought volunteers and then followed our involuntary denial of boarding process (including offering up to $1,000 in compensation) and when we approached one of these passengers to explain apologetically that he was being denied boarding, he raised his voice and refused to comply with crew member instructions.

He was approached a few more times after that in order to gain his compliance to come off the aircraft, and each time he refused and became more and more disruptive and belligerent.

Our agents were left with no choice but to call Chicago Aviation Security Officers to assist in removing the customer from the flight. He repeatedly declined to leave.

Chicago Aviation Security Officers were unable to gain his cooperation and physically removed him from the flight as he continued to resist – running back onto the aircraft in defiance of both our crew and security officials.
So, that gives you the authority to call police and slam him into the seat? Ok. Yes because treating him with respect is at the core of who you are? Why did no one on your team stop the officer from slamming him into the floor? If treating him with respect is important to you and your team, then Sunday would have been a fantastic day to do that.


Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s