United Airlines changes policy after passenger’s forceful removal

United Airlines is changing its policy on booking crew on flights in the wake of a passenger being dragged off an overbooked plane.

David Dao, who suffered a concussion and broken nose and lost two front teeth in the incident last Sunday, was forcibly removed from a flight to make way for a United crew member.

The airline said that in future, off-duty crew members would be allocated seats at least an hour before departure to avoid customers being turfed off flights after boarding.

United Airlines said the move was aimed at improving its customer services.

The airline, whose advertising slogan is “fly the friendly skies”, was also ridiculed on social media as the incident became a symbol of growing discontent with the way some air passengers are treated.

Smartphone video of Dao, a doctor, resulted in a PR disaster for United after he refused to give up his seat on the plane at O’Hare international airport in Chicago. The 69-year-old Vietnamese-American physician said he needed to go home to see his patients. Footage revealed him screaming before being knocked out as he was dragged along the aisle while fellow passengers looked on and protested.

Law enforcement officials dragged Dao off a flight departing from Chicago for Louisville, Kentucky, because it was fully booked, and the airline wanted four passengers to make way for staff members.

The situation escalated when a response from the airline's chief executive, Oscar Munoz, failed to mention any use of excessive force.

"This is an upsetting event to all of us here at United. I apologise for having to re-accommodate these customers," he said in a statement. He also said that Dr Dao was "disruptive and belligerent".

Days later Munoz, who was facing calls to resign from online petitions that had received thousands of signatures, said he felt "shame and embarrassment" and vowed that it would never happen again.

All passengers on United Express flight 3411 will be compensated equal to the cost of their tickets and could take the compensation in cash, travel credits or miles, United said this week.

Last month the airline was embroiled in another high-profile row after a gate agent stopped two girls from boarding a flight because they were wearing leggings.