State

United Airlines changes policy so crew can't displace seated passengers

Crystal Pepper daughter of Dr. David Dao accompanied by attorney Stephen Golan, speaks at a news conference Thursday, April 13, 2017, in Chicago. Dao a passenger dragged from a United Express flight Sunday April 9, 2017, suffered a "significant" concussion and broken nose, and he lost two front teeth, attorney Thomas Demetrio said Thursday. Dao was removed from the plane after he refused to give up his seat on the full flight from Chicago to Louisville to make room for four crew members. (AP Photo/Teresa Crawford)
Crystal Pepper daughter of Dr. David Dao accompanied by attorney Stephen Golan, speaks at a news conference Thursday, April 13, 2017, in Chicago. Dao a passenger dragged from a United Express flight Sunday April 9, 2017, suffered a "significant" concussion and broken nose, and he lost two front teeth, attorney Thomas Demetrio said Thursday. Dao was removed from the plane after he refused to give up his seat on the full flight from Chicago to Louisville to make room for four crew members. (AP Photo/Teresa Crawford)

CHICAGO – United Airlines is changing a company policy and will no longer allow crew members to displace customers already onboard an airplane.

The change comes after a passenger, Dr. David Dao, was dragged from a fully-booked United Express flight in Chicago because he refused to give up his seat to make room for crew members. Cellphone video of the incident sparked widespread outrage and created a public-relations nightmare for United.

Under the change outlined in an internal April 14 email, a crew member must make must-ride bookings at least 60 minutes prior to departure. Crews could previously be booked until the time of departure.

United spokeswoman Maggie Schmerin said in an email Sunday that the change is an initial step in a review of policies and it’s meant to ensure that situations like Dao’s never happen again.

Loading more

Digital Access

Digital Access
Access nwherald.com from all your digital devices and receive breaking news and updates from around the area.

Home Delivery

Home Delivery
Local news, prep sports, Chicago sports, local and regional entertainment, business, home and lifestyle, food, classified and more! News you use every day! Daily, weekend and Sunday packages.

Text Alerts

Text Alerts
Stay connected to us wherever you are! Get breaking news updates along with other area information sent to you as a text message to your wireless device.

Email Newsletters

Email Newsletters
We'll deliver news & updates to your inbox. Plan your weekend and catch up on the news with our newsletters.