Assumptions

United Airlines has the problem of having unfair treatment with their travellers especially with

the non-business flight. They mostly give special treatment to their travellers to those who are on

a business flight. With their service shown to the travellers of the non-business flight they are not

enjoying United Airlines’ treatment because the expectation of their customers/travellers are far

from what they expect on how they will feel about the service of United Airlines. The non-

business passengers have less loyalty in United Airlines, but still they purchase or book their

flights if they don’t have any choice of airlines maybe because they have urgent flights, or its

their first time to travel and they don’t have any idea about the service provided by the United

Airlines. They purchase flights from United Airlines with their choice because of its availability

and accessibility.

According to Ethics Unwrapped, it was in 2017 when David Dao was physically removed from

Flight 3411 by United Airlines. Four passengers were bumped from the flight so that four United

employees could be flown to a connecting point. Passengers were given $800 in compensation as

well as a seat on a flight the next afternoon. However, no one took advantage of the bid. The

airline then chose four passengers to depart without their consent. Dao, the fourth passenger

chosen, declined to get off the plane, saying he was a doctor with patients to see the next

morning. Airport security officers were called by United workers, who physically removed Dao

from his seat. Dao's face collided with an armrest, and he was pulled off the plane, bloodied.

Other passengers videotaped the incident and posted it on social media, causing mass indignation

at United. Following Dao's exit, the four United workers sat in the vacant seats. Employees were

booed, according to passenger Tyler Bridges, who said, "People were saying you should be
ashamed to work for this company." Some United customers cut up their credit cards and shared

pictures of them online in the days that followed. The news of the violent removal sent stock

prices tumbling, with the company's market cap plummeting by $1 billion. Two of the security

officers were terminated. United Airlines tend to improve their service in terms of the fair

treatment of business and non-business passengers for a greater expectation of services.