In April 2017, United Airlines, Inc., (United), based in Chicago (US), announced some policy changes aimed at improving customer experience. The changes came in the aftermath of a widely reported incident in which a passenger was dragged off an overbooked plane in April 2017. A video that went viral showed a passenger being forcibly removed from a flight to accommodate a crew member. In the process, the passenger was injured. This sparked a debate over passengers’ rights.

The incident badly dented the image of United, one of the largest carriers in the US. While lawmakers condemned the act and demanded a probe, social media users expressed discontent with the company and raised questions about the common practice of overbooking on flights. Several voices called for a boycott of the airline. Not only in the US, but in China too, United witnessed a similar agitation as the passenger dragged out was of Chinese origin and there were allegations of racism made against the airline. ..

Human Resource and Organization Behavior Case Studies | Case Study in Management, Operations, Strategies, Business Environment, Case Studies

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