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In this July 8, 2015, file photo, United Airlines and United Express planes prepare to take off at George Bush Intercontinental Airport in Houston. United Continental reports financial results Monday, Oct. 17, 2016. (AP Photo/David J. Phillip, FIle)

United Airlines changed its policy so crew members can't bump seated passengers


UPDATE April 16, 4:05 p.m. EST:

United Airlines is changing its company policy in an attempt to prevent another incident like the one earlier this week when a passenger was dragged off a plane. 

The new policy will no longer allow crew members to bump ticket-holding customers off of a flight after he or she has boarded the plane. Crew members are now required to make must-ride bookings at least 60 minutes before departure, according to an internal email sent to employees on April 14. 

Previously, crews could be booked until the time of departure.

UPDATE April 12, 9:19 p.m. EST:

Amid backlash over the violent removal of David Dao from a supposedly overbooked United flight 3411, the airlines announced on Wednesday that all customers on the flight will receive compensation for the cost of their tickets.

United Airlines CEO Oscar Munoz apologized for the now-infamous video of a man being dragged off a plane after two days of statements that were widely criticized for underplaying the incident.

"It is never too late to do the right thing," Munoz said in a statement Tuesday. "I have committed to our customers and our employees that we are going to fix what's broken so this never happens again."

Munoz ordered a review of United's relevant policies due by April 30, The Washington Post reported.

I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way.
United CEO Oscar Munoz

Past United statements referred to the incident as "re-accommodation." Munoz previously called the removed passenger "disruptive and belligerent." Since the video was released Sunday on Twitter, United's stock has fallen sharply and customers have threatened to boycott

The passenger, David Dao, told Kentucky TV station WLKY "everything" was injured in the incident. He is recovering from the dragging incident in a Chicago hospital.

Multiple lawmakers expressed outrage over the incident. Rep. Eleanor Holmes Norton (D-DC) requested congressional hearings on the matter. The Transportation Department is investigating the incident. 

At least one person, a security officer, has been placed on paid administrative leave as the incident is under review.

But United still took heavy financial damages despite Munoz's apology.

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