Did they mistake him for an animal?

Animals are treated better when they fly.

It transpires the flight was not over booked, just full.   Due to the vast size of the USA, it's not uncommon for pilots to commute long distances to start work, doing what's called "deadheading" on their employer's flights.  For example, a pilot who lives in Florida may have to fly to New York to begin his roster because his employer does not have a local base.  Here in the UK, airlines use chauffeur driven cars or minibuses, depending on how many crew are involved in a pick-up.  

There are a number of questions that have still not been answered.  Who overlooked the need to provide crew seats or didn't communicate it properly?  Why was this not dealt with at the gate, before boarding?  Did the captain sanction the involvement of security personnel?  How vehement was Dr Dao in his refusal to give up his seat?   Apparently, the four passengers were chosen from computer records of how much they paid, frequent flyer status, when they booked. 

Of course, the media has now started delving into Dr Dao's past.  Why?  His "personal habits" are no reason for him to be treated in this manner.  Apparently he has now engaged the services of a prominent law firm.  As for United, the CEO and some of the employees should be retrained, especially in remembering who pays their wages!

Takes the pressure off BA......

Oh my word, this has to be one of the best stories of the year.

It has to be a masterclass in how not to do PR and reputation management. I think Mark Ritson from Marketing Week summed it up the best: United’s CEO makes a mockery of the word ‘leadership’

www.marketingweek.com/2017/04/12/united-airlines-ceo-leadership

But as always, Twitter never fails to disappoint when big brands get it horrendously wrong. Here's some of my favourites from the #unitedairlines hashtag

My favourite has to be the pillow one 

United recently settled with Dr Dao.  Undisclosed sum, which makes me wonder if they had the nerve to ask for the amount to be kept secret.  CEO's employment contract has now been amended and he can no longer expect to be appointed Chairman when the present incumbent leaves.

Then there was the incident of the rabbit that died in flight.  UK owners who were selling to a US customer said it was okay before loading onto flight.  Although they wanted the animal equivalent on an autopsy, I have read that the rabbit was cremated by United.   Rabbits can be easily spooked so it could have reacted to a noise, or someone turned off the heating in the cargo hold.  

American also displayed some great customer service skills recently.  However, why a passenger thought she could take her twin buggy onto the aircraft is beyond me.  Travelling alone with twin toddlers and trying to wheel a collapsible buggy along an aircraft aisle is impossible....

http://www.itv.com/news/2017-04-17/easyjet-genuinely-sorry-after-couple-ordered-off-overbooked-flight/

and they strike again...

Here the Airlines can send mixed messages. I flew on American Airlines with a toddler and we were told to take the pushchair onto the aircraft and it would be stowed in the cabin by the crew, rather in the hold as we expected. Really made life a lot easier and can't imagine travelling alone with twin toddlers without having them strapped into their buggy.

Although we caused initial confusion when asking if we needed to check in our "pushchair" which caused blank expressions until we pointed at our 6 month old waving back. "Ahh you mean a stroller!"

But other airlines do make you stow pushchairs in the hold.

Perhaps they stow them in the toilet, along with the bread rolls!  Can't remember which airline that was; the rolls were individually wrapped in a large plastic bag, but.......