Q.1 What happened on united airlines flight 3411?

Answer:
 Last- Dash Emergency for United Airlines, 4 passengers to be deboarded to make space
 Announcement by airlines for passengers to voluntarily leave through incentives
 No one agreed to leave , computer algorithm used to select 4 passengers, exempting frequent
fliers and higher fare paying passengers
 One of patients refused as he was a doctor and needed to attend his patients urgently the next day
 After continuous refusal CDA officer forcibly dragged him, leaving him bloodied & bruised
 Dao claimed his ethnicity made him a target and with social media an uproar started which spread
like a wildfire
 The situation escalated to reach the White House website with more than 100,000 petitions
against United in 1 day and U.S. president condemning the incident

Q2. What service expectations do customers have of airlines such as United? How did these
expectations develop over time?
Answer:
SERVICE EXPECTATIONS

 Cost Effectiveness
 Safety and Security
 Timeliness
 Convenience
 Courteous Staff
 Comfort
EXPECTATIONS DEVELOP OVERTIME

 Competitiveness
 Distinctive Nature
 Reviews and Word of Mouth
 Previous customer experience
 Customer Communications