United Airlines

United Airlines, Inc., commonly referred to as United, is a

United Airlines, Inc.
major United States airline headquartered in Chicago,
Illinois.[12][13][14] It is the world's third-largest airline when
measured by revenue, after American Airlines and Delta Air Lines.
United operates a large domestic and international route network,
with an extensive presence in the Asia-Pacific region.[15] United is
a founding member of the Star Alliance, the world's largest airline
alliance with a total of 28 member airlines.[16] Regional service is
IATA ICAO Callsign
UA UAL UNITED
operated by independent carriers under the brand name United
Express. Founded April 6, 1926 (as Varney
Air Lines)[1]
United was established by the amalgamation of several airlines in
Commenced March 28, 1931[2]
the late 1920s, the oldest of these being Varney Air Lines, which
operations
was founded in 1926.[1]
AOC # CALA014A[3]
United has seven hubs, with Chicago–O'Hare being its largest in Hubs
terms of both the number of passengers carried (16.8 million in Chicago–O'Hare
2016) and the number of departures (181,488 in 2016).[17] United Denver
operates maintenance bases in Cleveland and Orlando.[18] Houston–
Intercontinental
The company employs over 86,000[19] people while maintaining
its headquarters in Chicago's Willis Tower.[20] Through the Los Angeles
airline's parent company, United Continental Holdings, it is Newark
publicly traded under NYSE: UAL (https://www.nyse.com/quote/ San Francisco
XNYS:UAL) with a market capitalization of over US$21 billion as
Washington–Dulles
of January 2018.[21]
Focus cities
Cleveland[4]
Frequent-flyer MileagePlus
Contents program

History Alliance Star Alliance

Destinations and hubs Subsidiaries Subsidiaries List[5]
Destinations
Fleet size 763
Current hubs
Alliance and codeshare agreements
Destinations 342
Joint ventures Company slogan Fly The Friendly Skies
Fleet Parent company United Continental
Cabin Holdings
United Polaris Business
ISIN US9100471096
United Premium Plus
United premium transcontinental service Headquarters Willis Tower, Chicago,
United First and United Business Illinois, U.S.
Economy Plus
 Economy Key people Oscar Munoz
Basic Economy (Chief Executive Officer)[6]
Reward services Scott Kirby
Corporate affairs (President)[7]
Headquarters
Jane Garvey
Other facilities
(Chairman)[8]
Original brand image
Marketing themes Gerry Laderman
Environmental efforts (Chief Financial Officer)[9]
Labor
Walter Varney
Animal transport
(Founder)
Cyber security
Accidents and incidents Revenue US$37.736 billion
Dave Carroll Guitar (2017)[10]
United 3411
Operating US$3.498 billion (2017)
See also income
References
Net income US$2.131 billion (2017)
Bibliography
External links
Total assets US$42.326 billion (2017)
Total equity US$8.806 billion (2017)
Employees 88,000 (2017)[11]
History Website united.com (https://www.un
United traces its roots to Varney Air Lines (VAL), which Walter ited.com)
Varney founded in 1926 in Boise, Idaho. Continental Airlines is the
successor to Speed Lanes, which Varney had founded by 1932 and whose name changed to Varney Speed Lines in 1934.
VAL flew the first privately contracted air mail flight in the U.S. on April 6, 1926.[22][23][24]

In 1927, William Boeing founded Boeing Air Transport to operate air mail routes under contract with the United States
Post Office Department.[25] In 1929, Boeing merged his company with Pratt & Whitney to form the United Aircraft and
Transport Corporation (UATC) which then set about buying, in the space of just 28 months, Pacific Air Transport, Stout
Air Services, VAL, and National Air Transport, as well as numerous equipment manufacturers at the same time.[26][27] On
March 28, 1931, UATC formed United Air Lines, Inc. as a holding company for its airline subsidiaries.[28]

In late 2006, Continental Airlines and United had preliminary merger discussions.[29][30] On April 16, 2010, those
discussions resumed.[31] The board of directors of Continental and UAL Corporation agreed on May 2, 2010, to combine
operations, contingent upon shareholder and regulatory approval. On October 1, 2010, the UAL Corporation changed its
name to United Continental Holdings, Inc.[32] The carriers planned to begin merging their operations in 2011.[33] The
merged airline began operating under a single air operator's certificate from the Federal Aviation Administration on
November 30, 2011.[34] On March 3, 2012, United and Continental merged their passenger service systems, frequent-flier
programs, and websites, which virtually eliminated the Continental brand with the exception of its logo.[35]

Destinations and hubs

Destinations
United operates to 231 destinations and 125 international destinations in 48 countries across five continents.[11]
Current hubs
United currently operates seven hubs.[11]

Chicago–O'Hare – United's largest hub and its hub for the Midwest. United flies approximately 36 million passengers
through O'Hare every year, which is about 99,000 people per day, making it also the busiest airline at the airport.[36]
United's corporate headquarters are also in Chicago.
Denver – United's hub for the central and western United States.[37] In 2017, United flew approximately 25.9 million
passengers through DIA or about 71,000 people per day.[37] As of December 2017, United has about 42% of the
market share at DIA making it the airport's largest airline.
Houston–Intercontinental – United's hub for the Southern United States and primary gateway to Latin America.[38]
About 33.5 million passengers fly through Houston on United every year, or about 91,000 people per day.[38] United
currently has about 78% of the seat share at Bush, making it the airport's largest tenant.[39]
Los Angeles – United's secondary hub for the West Coast and gateway to Asia and Australia.[40] About 10 million
passengers fly through LAX on United every year, or about 28,000 people per day.[40] United has 15% of the market
share at LAX, making it the third-biggest carrier at the airport.[41]
Newark – United's primary hub for the East Coast and a gateway to Europe, Latin America and Asia.[42] About 28.5
million passengers fly on United through Newark every year, or about 78,000 people per day. United controls about
81% of the slots at Newark and carries about 68% of all passengers at the airport.[43][44] United controls all of
Terminal C and uses part of Terminal A for United Express Flights.
San Francisco – United's primary hub for the West Coast and gateway to Asia and Australia.[45] About 22 million
passengers pass through SFO every year on United, which is about 60,000 people per day.[45] United has about 46%
of the market share at San Francisco International, making it the biggest airline at the airport.[46]
Washington–Dulles – United's secondary hub for the East Coast and gateway to Europe.[47] United has about 65% of
the market share at Washington Dulles, making it the largest airline at the airport.[48] About 14 million passengers fly
through Dulles every year on United, which is about 38,465 people per day.[47]

Alliance and codeshare agreements

United Airlines is a member of the Star Alliance and has codeshare agreements with the following airlines:[49]

Aer Lingus EgyptAir

Aeromar Ethiopian Airlines
Air Canada Eurowings
Air China EVA Air
Air India Hawaiian Airlines
Air Dolomiti Island Air
Air New Zealand Jet Airways
All Nippon Airways LOT Polish Airlines
Asiana Airlines Lufthansa
Austrian Airlines Scandinavian Airlines
Avianca Silver Airways
Avianca Brazil Singapore Airlines
Azul Brazilian Airlines South African Airways
Brussels Airlines Swiss International Air Lines
Cape Air TAP Air Portugal
Copa Airlines Turkish Airlines
Croatia Airlines

Joint ventures
In addition to the above codeshares, United has also entered into joint ventures with the following airlines:
 Lufthansa
All Nippon Airways
Air New Zealand

Fleet
As of August 2018, United Airlines operated a fleet of 758 aircraft; all Boeing
and Airbus.[50]

On July 20, 2011, American Airlines announced an order for 460 narrowbody
jets, including 260 Airbus A320s.[51] The order broke Boeing's monopoly with
the airline and forced Boeing into the re-engined 737 MAX.[52] This sale
included a Most-Favoured-Customer Clause, which requires Airbus to refund
to American any difference between the price paid by American and a lower A United Airlines Boeing 777-300ER
price paid by United or another airline. This perpetuates United's having a landing at Taiwan Taoyuan
International Airport
Boeing-skewed fleet.[53]

On September 22, 2012, United became the first American airline to take
delivery of Boeing 787 aircraft.[54] United also is the North American launch customer for the Boeing 787-9[55] and 787-10
aircraft,[56] which are stretched versions of the base 787-8 model.

In May 2018, United planned to replace its 51 Boeing 767 in a deal potentially worth $14 billion at list prices, and was in
talks with both Airbus offering its A330neo, and Boeing its 787.[57] United operates 128 757s and 767s (77 B757's and 51
B767's), the second-largest combined fleet after Delta Air Lines with 206 (127 757s and 79 767s) and both has to replace
them, like American to a lesser degree: they could be replaced by 737 MAX 10s, A321neos, Boeing NMAs, 787-8s or A330-
800neos.[58]

Cabin

United Polaris Business

These seats can be found on all Boeing 787 aircraft, Boeing 767-400 aircraft,
Boeing 757-200, and select Boeing 777-200ER aircraft. United Polaris
Business is offered on all wide-body aircraft, as well as all Boeing 757-200s.
United Polaris Business passengers check in at separate counters and can use
priority security screening where available. On international flights, in-flight
services include pre-departure beverages, table linens and multi course meals
designed in partnership with Charlie Trotter-affiliated chefs via the airline's
partnership with the Trotter Project.[59] Passengers are also given priority with
boarding and baggage handling and access to the United Polaris Lounge where
available, as well as the United Club and partner airline lounges when traveling
on international routes. All Polaris Business seats recline 180 degrees into a
full, flat bed. On select Boeing 777-200ER and Boeing 767-300ER aircraft, the
seats alternate facing forward and backwards. On the Boeing 787, Boeing 767- United Polaris business class seat
400, Boeing 757-200 and select Boeing 767-300ER and Boeing 777-200ER on the Boeing 777-300ER
aircraft, all seats face forward.
Other domestic routes, especially hub-to-hub service and certain non "United p.s." transcontinental flights, regularly see
internationally configured aircraft with United Polaris Business seating for operational reasons (such as transferring
international aircraft from one hub to another). While the physical seats and entertainment are the same as on
international flights, the service, catering and other amenities are the same as in domestic first class. Unlike routes
marketed as United p.s., these flights are eligible for complimentary premier upgrades.

On June 2, 2016, United introduced its new, redesigned international business class seat that will replace current business
class seats. The new United Polaris Business seat will be featured on Airbus A350-900, Boeing 777-300ER, and Boeing
787-10 aircraft, and will be retrofitted later on Boeing 767, Boeing 777-200ER, and Boeing 787 aircraft. The Polaris seat
converts into a 6' 6" flat bed in a 1-2-1 configuration or a 1-1-1 configuration, providing all-aisle access for every seat. The
seat boasts multiple storage areas, mood lighting, multiple charging ports, lumbar support, and improved dining and
amenity services.[60]

United Premium Plus

United Premium Plus will be United's premium economy product, to be installed through 2020 on wide-body
international aircraft. United Premium Plus seating will offer more space, comfort and amenities compared to United
Economy or Economy Plus, and will offer upgraded dining on china dinnerware, free alcoholic beverages, a Saks Fifth
Avenue blanket and pillow, an amenity kit and more. United expects the first aircraft with these seats to be flying by mid-
2018, with the full service launch in 2019. During the interim period, United will likely sell these seats as part of Economy
Plus.[61]

United premium transcontinental service

United premium transcontinental service is offered on transcontinental flights between Newark and Los Angeles or
San Francisco and between Boston and San Francisco. Previously branded as p.s. (short for "Premium Service") when
initially launched in 2004, through 2017, these flights utilize primarily Boeing 757-200s, with 180-degrees-flat Polaris
Business seats. The premium cabin also features international style catering, while all seats have access to inflight wi-fi, on
demand entertainment, and power outlets. Business class passengers also have access to the United Club at Newark,
Boston, Los Angeles, and San Francisco.[62]

All premium transcontinental flights were moved from New York JFK to Newark Liberty Airport on October 25, 2015.[63]

These routes are not eligible for Complimentary Premier upgrades, although MileagePlus members can upgrade using
Regional Premier Upgrades, Global Premier Upgrades, or MileagePlus award miles.[64]

Since July 2017, passengers in Economy Plus get a complimentary hot entree, dessert, fruit, pre-arrival snack, and
alcoholic beverages.[65]

United First and United Business

United First is offered on all domestically configured aircraft. When such aircraft are used on international services such
as services to Canada, Central America and the Caribbean destinations, this cabin is branded as United Business.
United First seats on narrowbody aircraft have a 38-inch (97 cm) seat pitch, while United First seats on re-configured
domestic Boeing 777-200 aircraft feature fully flat bed seats. Passengers receive priority boarding and baggage handling,
pre-departure beverages, complimentary meals and separate check-in desks.[66]
In 2015, United released its new domestic first class seat design. The new leather seats feature cradling headrests, granite
cocktail tables, and a tablet stand. These seats will debut on Airbus A319 and Airbus A320 aircraft, and will eventually be
installed on all domestic aircraft.[67]

Economy Plus
United Economy Plus is available on all aircraft. Economy Plus seats are
located in the front few rows and exit rows of the economy cabin and have two
inches' (5.1 cm) more recline and at least 5 to 6 inches (13 to 15 cm) of
additional seat pitch totaling 4–7 inches of recline (aircraft dependent) and
35–37 inches of pitch. Economy Plus is complimentary for all MileagePlus
Premier members. Premier 1K, Platinum and Gold members may select an
Economy Plus seat when booking, while silver members can select an Economy
Plus seat at check-in.[68] It can also be purchased depending upon availability
by other passengers. Economy plus seats on a Boeing
767
Prior to the merger between United and Continental, United Airlines aircraft
offered Economy Plus, while Continental did not. Following the merger,
Economy Plus was rolled out across the combined fleet.[69]

Economy
United Economy is available on all aircraft, and usually have a pitch of 31
inches (30 inches on aircraft refurbished with Slimline seats, and 32 inches on
Boeing 787s) and a recline of 2–5 inches. All economy seats feature an
adjustable headrest and some form of entertainment, ranging from AVOD,
inflight wi-fi, personal device entertainment, or overhead entertainment.
Economy seats on Boeing 767, Boeing 777, Boeing 787, and select renovated
757-200 aircraft feature a personal 7-inch (18 cm) touchscreen television at the
back of each seat with United Private Screening. Select Boeing 757-300 and
select Boeing 737 aircraft feature overhead entertainment. On Airbus A319, New slimline economy seats on an
A320, select Boeing 737, select Boeing 757-300, select 757-200 and Airbus A320-200
domestically configured Boeing 777 aircraft feature personal device
entertainment, and WiFi. Other Boeing 737 and Boeing 757-300 aircraft
feature DirecTV.[70] In April 2018, United upgraded all aircraft with over 70 seats to include Wi-Fi and personal device
entertainment even with DirecTV equipped.[71]

Food and snacks are available for purchase on domestic, Caribbean, and some Latin America flights. These include snacks,
fresh meals, and snack boxes, depending on flight time and distance. Meals are complimentary on all other international
flights. Only beverages are complimentary in economy on North America flights. Alcoholic beverages are available for
purchase on North America flights, but are complimentary on long-haul international flights.[72] On flights where meals
are served, a cocktail snack with a beverage is served shortly after takeoff, followed by a main course, then dessert. Longer
international flights feature a pre-arrival meal, which usually consists of a light breakfast or snack. United announced that
it will offer free snacks on domestic, Caribbean, and Latin America flights beginning in February 2016.[73]

Basic Economy
Basic Economy is available on select routes and in addition to standard fares. Intended to be United's lowest fare, Basic
Economy fares provide most of the same inflight services and amenities with standard United Economy Class.[74] With
Basic Economy, group/family seating, seat selection/upgrades and bringing full-sized carry-on bags are not allowed.
When booking online, it is clearly marked - with a user prompt to confirm the user is booking a Basic Economy fare. Users
also have the option to pay a small fee to upgrade their booking to regular Economy. Also, certain MileagePlus and
Premier member benefits are not available.[75]

Reward services
MileagePlus is the frequent flyer program for United Airlines.[76]

United Club is the airline lounge associated with United Airlines and United Express carriers. The United Club replaced
the former United Red Carpet Club and Continental Airlines Presidents Club prior to United Airlines' merger with
Continental.

Corporate affairs

Headquarters
In 2007, United moved its headquarters and 350 top executives from Elk Grove
Township, a suburb of Chicago, to 77 West Wacker Drive in the Chicago Loop[77] after
receiving US$5.5 million in incentives frim the City of Chicago.[78] The Elk Grove
campus became an operations center after several of United's offices in suburban
Chicago were consolidated there.[79]

In 2010, United accepted the City of Chicago's offer of US$35 million in incentives,
including a US$10 million grant, for United to move its remaining 2,500 employees out
of Elk Grove Township to the Willis Tower (formerly the Sears Tower) in the Chicago
Loop.[78] On May 31, 2012, United opened its operations center, which occupied twelve
floors of the Willis Tower.[80]

Other facilities
The Elk Grove Township former headquarters campus was gradually annexed into the United Continental Holdings
World Headquarters, Willis
Village of Mount Prospect,[81][82] and serves as an IT operations facility, with a new
Tower
172,000 square foot (16,000 m2) data center constructed in 2013.[83] United maintains
a large presence in downtown Houston, having leased 225,000 sq ft (20,900 m2) of
space (seven floors) for occupancy in late 2017.[84]

United has training facilities for its flight crews in Denver and Houston, a major aircraft maintenance center in San
Francisco, and call centers in Houston and Chicago.

United formerly owned the Waikiki Seaside Hotel in Honolulu, Hawaii which was used by its flight crews until it was sold
in February 2012.[85]

Original brand image

The pre-merger United logo, commonly nicknamed the "tulip", was developed in the early 1970s after the airline
commissioned designer Saul Bass to develop a new brand image.[86] The logo represented the airline's monogram as well
as a modernized version of the airline's shield logo[87] which had been adopted in the 1930s, but fell out of use by the late
1960s. The ribbon-like rendering has also been said to symbolize the motion of flight.[88]

Marketing themes
United's earliest slogan, "The Main Line Airway", emphasized its signature New York-Chicago-San Francisco route, and
was replaced in 1965 with "Fly the Friendly Skies". The "friendly skies" tagline was in use until 1996 in its first iteration.[89]
The "It's time to fly" slogan was created in 2004. After the merger of United and Continental in October 2010, the slogan
changed to "Let's fly together" until September 2013.[89] On September 20, 2013, United announced a return of the "Fly
the Friendly Skies" slogan in an ad campaign to start the following day.[90] The resurrected slogan would be accompanied
by the 1924 George Gershwin song "Rhapsody in Blue" as its theme song, and a voiceover provided by Matt Damon.[89]

United licensed its theme song, "Rhapsody in Blue", from Gershwin's estate for US$500,000 (equivalent to $2,153,801 in
2017) in 1976.[91] "Rhapsody" would have entered the public domain in 2000, but the Sonny Bono Copyright Term
Extension Act of 1998 extended its copyright another 20 years. United announced that it would continue to use "Rhapsody
in Blue" as its theme song following the merger with Continental.[92]

Environmental efforts
Because over 98 percent of United's greenhouse gas emissions are from jet fuel, its environmental strategy has focused on
operational fuel efficiency initiatives and investments in sustainably produced, low-carbon alternative fuels.

On August 23, 2011, United Continental Holdings, Inc. announced a conversion to paperless flight decks, and projected
that by the end of the year, 11,000 iPads will have been deployed to all United and Continental pilots. Each iPad, which
weighs less than 1.5 pounds (0.68 kg), will replace approximately 38 pounds (17 kg) of paper operating manuals,
navigation charts, reference handbooks, flight checklists, logbooks, and weather information. The green benefits include
reductions in paper use, printing, and fuel consumption.[93]

On November 7, 2011, United flew the world's first commercial aviation flight on a microbially-derived biofuel. The
aircraft was fueled with 40 percent Solajet, which is Solazyme's algae-derived renewable jet fuel, and 60 percent
petroleum-derived jet fuel. This flight was operated by the Eco-Skies Boeing 737-800 aircraft from Houston to Chicago-
O'Hare.[94]

On January 15, 2013, Aviation Partners Boeing (APB), a joint venture between Aviation Partners Inc. and Boeing,
announced that United had agreed to replace the Blended Winglets on its Boeing Next Generation 737 aircraft with APB's
Split Scimitar Winglet (SSW), significantly reducing drag. Once the SSWs are installed, it is estimated that APB's winglet
technology will save United more than $250 million annually in fuel costs.[95]

On June 30, 2015, United invested US$30 million in Fulcrum BioEnergy, an alternative fuel company. Fulcrum's
alternative fuel is produced through a clean and efficient thermochemical process and reduces lifecycle carbon emissions
by more than 80 percent. As part of its investment, United will work with Fulcrum to develop up to five alternative fuel
refineries near its U.S. hubs. These refineries will produce up to 180 million gallons of sustainable aviation alternative fuel
per year, and United will have the opportunity to purchase at least 90 million gallons per year for a minimum of 10 years,
making it the largest aviation alternative fuel commitment to date.[96]
On March 11, 2016, United became the first airline in the world to fly on commercial-scale quantities of such fuels on a
continuous basis, which were procured from AltAir Fuels. This fuel was produced from sustainable feedstocks such as
non-edible natural oils and agricultural wastes, and is expected to provide a greater than 60 percent reduction in carbon
dioxide emissions on a lifecycle basis when compared to traditional jet fuel. United has agreed to purchase up to 15 million
gallons of sustainable alternative fuel from AltAir Fuels for use in Los Angeles over a three-year period.[97]

In 2016, United began partnering with Clean the World to repurpose items from the airline's international premium class
amenity kits and donate the hygiene products to those in critical need. Clean the World provides hygiene education and
soap to promote handwashing, which helps prevent hygiene-related deaths. During the first year of this partnership,
United expected to divert 60,000 pounds (27,200 kg) of material that otherwise would have gone to landfills.[98]

In 2017 United started a partnership with Audubon International to protect raptors—including hawks, ospreys and owls—
in and around New York-area airports and resettle the birds-of-prey at suitable golf course habitats where the species are
more likely to thrive.[99]

Labor
All United Airlines pilots are represented by the Air Line Pilots Association. A new Joint Collective Bargaining Agreement
was ratified by a majority of the United/Continental pilots on December 15, 2012,[100][101] which struck down a scope
clause that disallowed Continental from outsourcing the flying of regional jets with 70 or more passenger seats.[102]

Animal transport
In 2013, after pressure from PETA, United announced that it would no longer transport monkeys to laboratories. United
was the last North American passenger airline to transport these animals to laboratories.[103][104] United flies more
animals and has longer flight stage length than any other US airline, and accounted for one third of animal deaths of US
airlines between 2012 and 2017.[105]

Effective March 20, 2018, the PetSafe program was suspended with no new reservations for cargo transport of pets
accepted.[106] This came after United announced plans to mark pet carriers in the passenger cabin with bright tags[107] and
legislation was introduced in the United States House of Representatives[108] and United States Senate banning the
placement of pets in overhead compartments.[109] This was in response to a dog death after a passenger placed it in the
overhead compartment following flight attendant instructions, but the flight attendant denied knowing that the luggage
contained a dog.[110]

Cyber security
United awarded airline miles as "bug bounties" to hackers who could identify gaps in the carrier's web security. Two
hackers have each been rewarded with 1 million miles of air travel as of July 15, 2015. This cyber security program was
announced a few weeks before the company experienced two software glitches. The first incident delayed 150 United
flights on June 2 due to a problem with its flight dispatching system. Six days later, United's reservation system delayed
flights by not allowing passengers to check in. In addition to the "bug bounty" program, United said it tests systems
internally and engages cybersecurity firms.[111][112]

Accidents and incidents

 1930s NC13304 NC13357 Flight 6 Flight 4[113] NC13323[114] NC13355[115]
1940s 41-24027 Flight 521 Flight 608 Flight 624

1950s Flight 129[116] Flight 610 Flight 615 Flight 409 Flight 629 Flight 718 Flight 736

1960s Flight 826 Flight 859 Flight 297 Flight 823 Flight 389 Flight 227 Flight 266
1970s Flight 553 Flight 2860 Flight 696 Flight 173
1980s Flight 811 Flight 232 Flight 2885 Flight 2415
1990s Flight 585 Flight 6291 Flight 5925 Flight 826 Flight 863
2000s Flight 175 Flight 93
2010s Flight 3411

Dave Carroll Guitar

In 2008, United baggage handlers broke Canadian musician Dave Carroll's guitar. After nine months fruitlessly trying to
resolve the situation, Carroll released three songs about the incident. The first, United Breaks Guitars, has over 17 million
views as of 2017, and caused a significant public relations embarrassment for the airline.[117]

United 3411
On the evening of April 9, 2017, a revenue passenger was forcibly removed by law enforcement from United Airlines flight
3411 at Chicago-O'Hare, bound for Louisville.[118] United announced that it needed four seats for airline staff on the sold-
out flight.[119] When no passengers volunteered after being offered vouchers worth $800, United staff selected four
passengers to leave. Three of them did so, but the fourth, a doctor named David Dao, declined as he said that he had
patients to treat the following morning. He was pulled from his seat by Chicago Department of Aviation security officers
and dragged by his arms down the aisle. Dao sustained a concussion, broken teeth, a broken nose, and other injuries.[120]
The incident was captured on smartphone cameras and posted on social media, triggering an angry public backlash.
Afterwards, United's chief executive officer, Oscar Munoz, described Dao as "disruptive and belligerent", apologized for
"re-accommodating" the paying customers, and defended and praised staff for "following established procedures". He was
widely criticized as "tone-deaf".[121] Munoz later issued a second statement calling what happened a "truly horrific event"
and accepting "full responsibility" for it.[122] After a lawsuit, Dao reached an undisclosed settlement with United and
airport police. In the aftermath, United's board of directors decided that Munoz would not become its chairman and that
executive compensation would be tied to customer satisfaction.[123] Following this incident, passenger complaints
increased by 70 percent.[124]

See also
Air transport in the United States
Transportation in the United States

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Bibliography
Bennett, Drake (February 2, 2012). "Making the World's Largest Airline Fly" (http://www.businessweek.com/magazine/
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External links
United Airlines travel guide from Wikivoyage
Official website (https://www.united.com/) (Mobile (https://mobile.united.com/))
Film of United Airlines Boeing 247 NC13364 taking off from Vancouver Airport 1934 (https://www.youtube.com/watch?
v=mgBf4QJK73Y)
UAL.com Official website archive (https://web.archive.org/web/*/http://www.ual.com)
Hemispheres inflight magazine (http://www.hemispheresmagazine.com/)
United Vacations (http://www.unitedvacations.com/)
United Media Services (http://www.unitedmediaservices.com/)
United Continental Merger (http://www.unitedcontinentalmerger.com/)

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