United Airlines changes policy after 'horrific' passenger ordeal

United Airlines will no longer allow employees to take seats from passengers on overbooked flights, it was learned on Sunday.

"This [policy change] ensures situations like flight 3411 never happen again".

The change is a first step in a big review of policies to "deliver the best customer experience".

The change comes in response to videos showing a man being dragged from his seat after refusing to give it up voluntarily.

It's been a bumpy PR ride for United Airlines, but this one really stings.

The passenger, Dr. David Dao, suffered a concussion and broken nose in the incident.

No crew member "can displace a customer who has boarded an aircraft", according to the email, which was sent Friday.

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Schmerin said the airline is continuing a review process and will share "additional concrete actions we will take by April 30".

In the aftermath of Dao's violent removal, United also announced that law enforcement officers will no longer remove passengers from its flights, absent some kind of security threat.

About the headline-making incident, which occurred on April 9, United had said a seat was needed for a commuting crewmember and no one had volunteered to leave the plane.

As a result, it had the lowest rate among the largest US airlines of bumping people off flights against their will - something that is legal but alienates customers and requires the airline to pay compensation of up to $1,350 per person.

"The family of Dr. Dao wants the world to know that they are very appreciative of the outpouring of prayers, concern and support they have received".

The following day, United Airlines chief executive Oscar Munoz issued a statement apologizing "for having to re-accomodate" the customers. Delta Air Lines increased the payouts its airport agents can offer passengers on overbooked flights to $US2000 from $US800, according to a memo seen by Bloomberg.

That increased to 79 percent among those who indicated they had heard about the United incident recently, while it was about evenly split among those who hadn't.

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