On April 9, 2017, United Airlines became the center of a global controversy when Dr. David Dao, a 69-year-old physician, was forcibly removed from Flight 3411 at Chicago O’Hare International Airport. The flight, operated by Republic Airways for United Express, was fully booked, and United needed to accommodate four crew members traveling to Louisville, Kentucky. After no passengers volunteered to give up their seats, United selected four individuals for involuntary removal, including Dr. Dao. When he refused, citing his need to see patients the next day, security officers dragged him from his seat, causing him to suffer a concussion, a broken nose, and lost teeth .
Videos of the incident, showing Dr. Dao being pulled down the aisle with a bloodied face, quickly went viral, sparking international outrage. The footage was viewed over 210 million times on China’s Weibo platform alone . Social media users worldwide condemned United’s actions, leading to widespread criticism and calls for boycotts. The airline’s initial response, describing Dr. Dao as “disruptive and belligerent,” further fueled public anger .
Facing mounting pressure, United Airlines CEO Oscar Munoz issued multiple apologies, eventually taking full responsibility for the incident. He announced policy changes, including offering up to $10,000 to passengers who volunteer to give up their seats and ensuring that law enforcement would not be used to remove passengers from flights in such situations . Dr. Dao reached an undisclosed settlement with United, and the airline pledged to implement reforms to prevent similar occurrences in the future.
The incident prompted other airlines to reevaluate their policies. Southwest Airlines announced it would stop overbooking flights, and Delta Air Lines increased compensation offers for volunteers to nearly $10,000 . Dr. Dao’s ordeal became a catalyst for industry-wide changes, emphasizing the importance of treating passengers with dignity and respect.
In the aftermath, United Airlines faced significant financial repercussions, with its stock value dropping and its reputation severely damaged. The event remains a stark reminder of the consequences of poor customer service and the power of social media in holding corporations accountable.