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United Airlines issues a new policy requiring crews to be booked sooner

23 April 2017

UNITED Airlines failed to remove Dr David Dao's luggage from a flight they dragged him off and then sent it to the wrong address, his lawyer says.

Dao was forcibly removed from a fully-booked United Express flight out of O'Hare International Airport on Sunday to make room for crew members.

When asked if Dr. Dao will file a lawsuit against the airline company, Chicago Aviation attorney Thomas Demetrio, who is representing the 69-year-old doctor, expressed that it is likely. After a man was dragged off a United flight, the company changed its policy on overbooked flights.

A city spokesman didn't immediately return a message. "This is one of our initial steps in a review of our policies in order to deliver the best customer experience", said United spokesperson Maggie Schmerin in a statement.

United's crisis not only caused other airlines to examine their overbooking policies, it also provided PR pros a primer on how not to respond to backlash.

The incident sparked outrage among other passengers as well as on social media. However, Dr. Dao, refused to get off for reasons stated that he has to go to work and attend his patient.

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Days later Munoz, who was facing calls to resign from online petitions that had received thousands of signatures, said he felt "shame and embarrassment" and vowed that it would never happen again.

United Airlines has been in the news quite a bit lately for all of the wrong reasons.

Three officers from the Chicago Department of Aviation, who were involved in the issue, have been put on leave as the incident is being investigated. The objective is to avoid having to find a seat for a crew member after all passengers have already boarded.

But Demetrio said neither Dao nor his family had heard from United.

Had the commuting crew member been required to check in for the flight before passengers began boarding, United could have denied a customer boarding before he or she was seated. "It reflected badly on the airline, the City of Chicago, and the State of IL".

United said on Friday it was changing its policy on booking its flight crews onto its own planes.

United Airlines issues a new policy requiring crews to be booked sooner