United Airlines Episode in April 2017

A case study on decision-making?

United Airlines forcibly removed a passenger from Flight 3411 after he had boarded and settled in:
the reasons and its aftermath.

United Airlines Passenger Is Dragged From an Overbooked

Flight ...https://www.nytimes.com/2017/04/10/business/united-flight-passenger-dragged.html
6 days ago - A security officer involved in the episode has been placed on leave, the ... @united
@FoxNews @CNN not a good way to treat a Doctor trying to ...

Crazy Video: Passenger Forcibly Dragged Off United Flight One Mile
onemileatatime.boardingarea.com/.../video-passenger-forcibly-dragged-off-united-fli...
6 days ago - Check out this crazy footage of a passenger being dragged off a ... United Is Refunding
The Fares Of All Passengers On Flight 3411 ...... But it was a much more pleasant way to deal with
an overbooked flight than offloading.

United Airlines passenger offload demonstrates perils of US's ...

https://scroll.in/.../behind-uniteds-brutal-passenger-re-accomodation-an-absurdly-prot...
4 days ago - Behind United's brutal passenger re-accomodation: An absurdly ... I know now that
overbooking and offloading happens everywhere, but it ...

United Airlines changes staff boarding policy after passenger dragged ...

United Continental Holdings Inc. Stock Price

https://www.google.ca/search?q=united+airlines+stock&oq=united+airlines+stock&aqs=chrome..69i
57.5063j0j4&sourceid=chrome&ie=UTF-8

United Fallout: 2 More Officers Placed on Leave After Passenger's ...ktla.com/.../united-airlines-

ceo-felt-ashamed-by-video-of-passenger-being-dragged-of...
3 days ago - The episode has turned into a publicity nightmare for United. ... "The family
of Dr. Daowants the world to know that they are very appreciative of ...

Friday April 14, 2017

United Airlines: Why it's so hard to be less awful
United Airlines' apologies began with 're-accommodate,' now vow to ...
www.chicagotribune.com/.../ct-united-statements-passenger-removal-20170413-story....
2 days ago - United Airlines has released no less than four official statements in response to the
backlash since a customer was dragged from an ...

The Root Cause Of Uniteds Denied Boarding Fiasco

APRIL 11, 2017 BY TRAVIS

There has been widespread condemnation of the way United handled the incident. The Companys
stock lost $ 1 billion in market capitalisation in a single day. They might lose if a court case is
brought against the airline. It may cost the Company millions. Among strident calls for a boycott of
the airline, the Companys has taken a bad hit. Future loss of revenue may be in billions of dollars.

The Gate Manager of United Airlines in Chicago OHare Airport made the decision to call in Airport
Security to forcibly remove Dr Dao from the plane.

1. His action to involuntarily offload a passenger may have been legal. Even if Dr Dao was not
injured, was it possible to foresee adverse publicity in this age of mobile phones and Facebook?
2. Why did he do what he did? What was he thinking? Examine it from his perspective, and the
points of view of the Company, The Customer, other customers and brand reputation.
3. What STDM concept(s) would explain his decision?
4. Was it possible to make a different decision? What could he have done?