Yomally Arguello

Principal of Management

Professor Conlon

25 February 2024

United Airline Case Study

Identical scandals involving United Airlines' disorganization also involved American, Southwest
Airlines, and Delta. Employee training, compensation, policy reviews, and apology were the typical
responses. These events show how compassionate customer service and competent crisis management are
to preserve the public's confidence and the airline industry's good name. Airlines usually apologized, paid
the affected customers, and checked their rules and procedures to make sure that such accidents didn't
happen again in the future. To solve what went wrong and how to support crisis management and
customer service procedures, they also often go through internal investigations. Airlines also provided
training to staff members on how to handle difficult circumstances in a professional way.
Dr. David Dao's required removal from United Airlines revealed a combination of external
elements like airport security protocols and social media impact. A major reaction resulted from the
situation's escalation due to poor handling, disputes, and a breakdown in the company's ideals. United's
managing of the incident, from the gate agent's choice to escalate to the passengers' forced removal to the
CEO's hard response, made it worse. The incident's false version as “re-accommodation" and the initial
response's lack of empathy only served to fuel public indignation. The failure of United to respond to the
disaster in a timely, clear, and caring manner was an awful image on the company's administration and
business culture.
The United Airlines incident, in which Dr. David Dao was taken off a flight by force, brought
attention to the industry. Delta raised the rate for willing to give your seat up. American and Southwest
confirmed their commitment to secure the passenger dignity. Passenger rights were brought up by
industry groups. Airlines promised to do better, to understand and to give high-end customer service. The
United Airlines event has caused a bigger debate about passenger rights, customer service policies, and
the value of addressing difficult situations with compassion and respect. Passengers were told by the
airline that they would learn from the mistake and will take steps to prevent it happening again.