United Airlines Inc executives faced harsh criticism from U.S. lawmakers that demanded answers on Tuesday following the forcible removal of a passenger from an overbooked flight in April, with the carrier's chief executive again apologizing for the incident.
United CEO Oscar Munoz's appearance before the U.S. House Transportation and Infrastructure Committee was a test of how the Republican-led Congress would address company misconduct.
Republicans largely back President Donald Trump's push to undo rules and regulations they say hamper business growth.
Committee Chairman Bill Shuster, a Republican, said in opening the hearing that Congress will take action if airlines do not act and added they "would not like the outcome."
He said the airlines owe the public answers.
"Something is broken," he said.
Munoz apologized again for the incident in written testimony and took responsibility for a series of problems that led to the incident.
He first apologized on April 11 in a letter to employees.
"This is a turning point for United," his testimony said.
"It is my mission to ensure we make the changes needed to provide our customers with the highest level of service and the deepest sense of respect ... ultimately our actions will speak louder than words."
Joining Munoz at the hearing will be United President Scott Kirby as well as executives from American Airlines, Southwest Airlines, Alaska Airlines and a consumers' union consultant.
The executives will be grilled on the growing consumer anger directed at airlines, which came to a head when Dr. David Dao was dragged from a United flight at a Chicago airport on April 9 to make room for crew members on the aircraft.
Representative Rick Larsen, the top Democrat on the House panel's aviation subcommittee, told Reuters he expected it to be "very pointed" and that executives should anticipate "pretty rough" questions.
United last week reached a settlement with the 69-year-old Dao, whose removal prompted intense public backlash when fellow passengers released video online showing aviation police dragging him down the aisle as passengers cried out and gasped at his bloodied face.
United also changed its policies by offering passengers who give up their seats up to $10,000 and by reducing overbooked flights.
The airline has promised to no longer call on law enforcement officers to deny ticketed passengers their seats.
Southwest said last week it would end overbooking altogether. The company will tell Congress it expects that denied boarding incidents will fall 80 percent as a result of the change.
Alaska Airlines told the committee in written testimony it is considering changes to its overbooking and other customer service policies.
Airline executives are expected at Tuesday's hearing to outline specific actions they have taken or will take to try to prevent future incidents such as the one on the United flight, congressional aides said.
A U.S. Senate panel will hold a separate hearing on Thursday that will include the head of the Chicago transportation department.
RELAXING AIRLINE REGULATIONS
White House spokesman Sean Spicer said the president would not, at this point, weigh in on whether new airline regulations are needed.
"I'll leave it up to Congress to decide whether it's appropriate to address this legislatively. Once there was a piece of legislation, then we could have an opportunity to weigh in," Spicer said on Monday.
But it is unclear how any new legislation would square with Trump's deregulatory push.
Shortly after he took office, Trump directed federal agencies to do away with two old regulations for every new one. He asked airline executives in February to identify regulatory hurdles.
The Trump administration in March halted public comment on a Obama-era move to probe some airlines' prevention of various travel websites from showing their fares and whether to require greater transparency about baggage fees along with quoted fares.
The administration is also extending the compliance date by one year for a new regulation requiring reporting of data for mishandled baggage and wheelchairs in aircraft cargo compartments.
Transportation Secretary Elaine Chao, through a spokeswoman, declined to comment on whether the United incident would prompt any regulatory changes. Her department said earlier this month it was investigating the matter.
Congressman Peter DeFazio, the top Democrat on the House committee holding Tuesday's hearing, said it was "way too early" to know if the voluntary policy changes announced by United are permanent.
Larsen said new airline regulations were not yet under discussion but that if carriers did not make a firm commitment to improve customer service, then "the options for legislation open."
Reuters
Tue May 02 2017
Oscar Munoz (L) and Scott Kirby prepare to testify at a House Transportation and Infrastructure Committee hearing on "Oversight of U.S. Airline Customer Service." -Reuters
Piala Uber: Pearly ambil sudut positif jika tidak ke Chengdu
Pearly Tan tidak berasa kecil hati sekiranya beliau dan pasangan M. Thinaah, tidak disenaraikan ke skuad Piala Uber 2024 di Chengdu, China.
Penguasaan asas teknologi AI sangat penting untuk pelajar
Penguasaan terhadap asas AI adalah perlu dan penting seiring dengan penguasaan 3M (menulis, mengira dan membaca).
Pasaran saham ST1 positif, dijangka berterusan sehingga H2
Pasaran FBM KLCI mencatat prestasi baik dengan pulangan sekitar 5.7%. Imran Yassin Md Yusof, Ketua MIDF Research, menjangkakan sentimen positif akan berterusan sehingga separuh kedua tahun ini. Sektor cemerlang termasuk utiliti, hartanah, dan pembinaan.
Peningkatan IHPR beri petanda positif kepada perdagangan
Menurut Pengarah Program MBA, Putra Business School (PBS), Prof Madya Dr. Ahmed Razman Abdul Latiff, prestasi Indeks Harga Pengeluar (IHPR) Pengeluaran Tempatan Malaysia yang meningkat pada Februari 2024 menyifatkan pertumbuhan perdagangan berada di tahap yang baik.
Jangan ambil tindakan sendiri, Malaysia ada undang-undang - KPN
Ketua Polis Negara, Tan Sri Razarudin Husain memberi amaran dan peringatan keras kepada orang ramai untuk tidak mengambil tindakan sendiri.
SolaRIS memberdaya permintaan solar, tingkat peluang kerja - Pakar
Permohonan boleh dibuat bermula 1 April sehingga 31 Disember 2024 dan permohonan NEM Rakyat yang telah diperolehi perlu beroperasi selewat-lewatnya 31 Mac 2025, atau sehingga kesemua kuota rebat SolaRIS habis diagihkan, yang mana terdahulu.
Masyarakat dinasihati pantau penggunaan tenaga elektrik
Ketua Pegawai Retail, Tenaga Nasional Berhad (TNB), Kamal Ariffin A.Rahman berkata cuaca panas melampau mampu memberi kesan kepada kadar permintaan dan penggunaan peralatan elektrik isi rumah.
Perginya Tokoh Wartawan Negara 2014 Datuk Ahmad Rejal Arbee
Jenazah Tokoh Wartawan Negara 2014 allahyarham Datuk Ahmad Rejal Arbee Mahmud Isa Arbee selamat dikebumikan di Tanah Perkuburan Seksyen 7 Shah Alam pada Jumaat.
'No free lunch', tiada penambahan hari tol percuma - Ahmad Maslan
Kerajaan tidak berhasrat untuk menambah bilangan hari bagi pemberian tol percuma sempena Aidilfitri tahun ini.
Masters Sepanyol: Jun Hao, Wan Arif-Roy King teruskan cabaran
Leong Jun Hao mengesahkan slot suku akhir Sepanyol Masters Super 300 selepas menewaskan pilihan keenam dari Taiwan, Lin Chun Yi.
CAAM cadang pindaan Peraturan-Peraturan Penerbangan Awam 2016 untuk rancakkan industri dron
Namun jelasnya penggunaanya juga berupaya mendedahkan risiko-risiko tertentu terhadap pengguna termasuk media seperti isu keselamatan dan pencabulan privasi.
MAB, SHUT berganding banteras aktiviti pemerdagangan manusia
MoU itu antara lain bertujuan untuk memberikan penerangan mengenai isu kritikal yang melanda sektor penerbangan negara.
Pengendali belon udara panas maut jatuh dari ketinggian 30 kaki
Seorang pengendali belon udara panas yang maut kerana jatuh terjatuh dari ketinggian kira-kira 30 kaki pada hari pertama dia bekerja di Youyi Manor, dekat bandar Zhuzhou, China.
Podcast Realiti Rakyat: Westar Aviation utamakan keselamatan pekerja pelantar minyak di luar pesisir
Paparan realiti kehidupan rakyat berdepan dengan norma baharu kehidupan ketika menghadapi pandemik COVID-19.
Malaysia Airlines lancar perkhidmatan sewa khas haji dan umrah
Sebelum ini, Kapten Izham telah menyatakan bahawa Amal akan dilancarkan selewat-lewatnya suku pertama tahun 2019. Amal adalah perkhidmatan yang pertama di dunia yang menawarkan perkhidmatan ini.
I was pressured by Prime Minister's Office - Tony Fernandes
As Tan Sri Rafidah impact and popularity grew, the pressure grew exponentially. It was getting harder and harder to resist the pressure from the Prime Minister's Office.
Ryanair tells pilots it 'grew too fast': Irish Independent
Ryanair shares have fallen over 10 percent since it announced on Friday it would recognize trade unions for the first time.
Boeing umum pemimpin kanan baharu, lancar perniagaan perkhidmatan bersepadu
Boeing berkata Kevin G. McAllister akan menggantikan Naib Pengerusi syarikat itu, Ray Conner.
MH370: Menjelang 400 hari, tiada bendera putih daripada pasukan pencari
Usaha memperluas kawasan pencarian di Lautan Hindi membuktikan Malaysia dan pasukan pencari tidak akan mengangkat bendera putih dalam mendapatkan apa jua petunjuk keberadaan pesawat MH370.
Pengalaman Jagjit mengendali Sidang Media MH370
Menjadi moderator mengendalikan sidang media tragedi MH370 yang dihadiri kira-kira 600 wakil media tempatan dan asing merupakan satu cabaran yang terbesar.