Airlines race to alter policies after passenger dragged off United flight
Washington — Airlines are racing to alter policies for passengers bumped from flights as consumer groups demand changes in the law and US congress opens the first of two hearings prompted by the high-profile incident of police dragging a man off a United Airlines flight last month. American Airlines is more closely monitoring over-sold flights and has promised not to remove anyone after a plane has already been boarded, Kerry Philipovitch, senior vice-president for customer experience, said in testimony prepared for a House hearing on Tuesday. "While we strive for perfect customer service every day, the reality is the system is far from perfect," she said. "Nonetheless, when these customer service issues occur, we work quickly to fix and learn from them." Philipovitch will be joined by Oscar Munoz, CEO of United Continental Holdings, three other airline executives, and a consumer advocate at the hearing before the transportation and infrastructure committee on Tuesday. Since the Uni...
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