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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 will pay up to $10K to get passengers off booked flights. Here are 9 other changes.


United Airlines announced 10 big changes to its customer service rules Thursday after a video of passenger David Dao being dragged off the plane drew global backlash. 

Arguably the biggest change was the announcement that customers can now be paid up to $10,000 to leave an overbooked flight.  Passengers on Dao's flight were offered just $800 before being "randomly selected" for removal. 

Here's an overview of the other nine changes.

This Sunday, April 9, 2017, image made from a video provided by Audra D. Bridges shows a passenger being removed from a United Airlines flight in Chicago. Video of police officers dragging the passenger from an overbooked United Airlines flight sparked an uproar Monday on social media, and a spokesman for the airline insisted that employees had no choice but to contact authorities to remove the man. (Audra D. Bridges via AP)

1. United will no longer call for police to remove passengers except for security and safety risks. This policy was implemented April 12, the airline said. Dao was dragged off the flight by Chicago Aviation Police.

2. United won't ask seated customers to give up their seat involuntarily unless safety or security is at risk. 

3. United will create a team to offer "creative solutions" to get people on overbooked flights to their destinations, including providing transportation to nearby airports and eliminating connecting flights.

4. Crew members will be booked on a flight at least an hour before departure (implemented April 14). 

5. United employees will get "additional annual training" for "the most difficult of situations."

6. An automated system to ask volunteers to leave overbooked flights will be created. The system will "gauge a customer's interest in giving up his or her seat" before asking them to consider leaving.

7. United will reduce its overbooking overall due to "adjustments" that were not specified.

8. United will "empower employees to resolve customer issues in the moment." Later this year, United will launch an app for employees to handle urgent customer issues by offering compensation proactively.

9. In a seemingly unrelated change, United will adopt a "no-questions-asked" policy on lost bags. The airline will pay a customer up to $1,500 for the value of the luggage and its contents. 

This has been a defining moment for our United family ... This is how we begin to earn back your trust.
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