“It was a mistake of epic proportions, clearly, in hindsight,” Munoz told a congressional hearing. The incident ignited a debate about poor service and a lack of customer-friendly policies on US airlines. United President Scott Kirby joined Munoz at the hearing, along with top executives of American Airlines, Alaska Airlines and Southwest Airlines. Video of the incident has sparked more than two weeks of withering criticism and mockery of United. United has vowed to reduce – but not eliminate -overbooking, which occurs when more tickets are sold than there are seats on the plane.

Source: Indian Express May 02, 2017 16:56 UTC