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
Who is Prabowo Subianto, incoming president of Indonesia?
A wealthy ex-general with ties to Indonesia's popular outgoing president and its dictatorial past, looks set to be its next leader.
Iran's supreme leader says Hamas leader's death will not halt 'Axis of Resistance'
The "Axis of Resistance", built up with years of Iranian support, includes Hamas, the Lebanese Hezbollah group, the Houthi movement in Yemen, and various Shi'ite groups in Iraq and Syria.
Putin says Russia willing to seek compromises between Iran and Israel
Russia is ready to help seek compromises between arch-foes Israel and Iran, President Vladimir Putin said on Friday, saying these would be difficult but possible.
What proposals will Russia push at the BRICS summit?
The proposal is also to establish a BRICS reinsurance company to allow uninterrupted shipment of goods and key commodities between members.
Indonesia's free meals plan in the spotlight as Prabowo readies for office
Prabowo calls the programme one of the main drivers of economic growth, eventually set to add an estimated 2.5 million jobs.
Astro AWANI's revamped English news website, AWANI International, launches on Oct 21
Astro AWANI's revamped English platform delivers in-depth global news and expert analysis to keep you informed on key developments.
Israeli strikes kill 33 people in Jabalia refugee camp in Gaza, medics say
Residents of Jabalia said Israeli tanks had reached the heart of the camp after pushing through suburbs and residential districts.
Liam Payne's ex-partner calls for media restraint after 'painful' death
Cheryl Tweedy used her statement to urge the media to remember they had a seven-year-old son, Bear, who could read the reports.
Analysts: Indonesia's strong MoF leadership team to boost investor confidence
Sri Mulyani Indrawati as head of Indonesia's Ministry of Finance is expected to instil confidence among investors.
Biden offers both a carrot and a stick to Israel as his term nears an end
Israel has frequently resisted US advice and has caused political difficulties for the Biden administration.
Putin says BRICS will generate most of global economic growth
Russian President Vladimir Putin will host a summit of the group in the city of Kazan on Oct. 22-24.
ISIS Malaysia's perspective of Budget 2025
An excellent rakyat-centric budget under the overarching principle of a caring and humane economy.
Budget 2025: Record increase in STR, SARA aid initiatives
The government will provide a significant boost to the Sumbangan Tunai Rahmah (STR) and Sumbangan Asas Rahmah (SARA) initiatives next year.
Budget 2025: EPF contributions to be made mandatory for foreign workers – PM Anwar
The government plans to make it compulsory for all non-citizen workers to contribute to the Employees Provident Fund (EPF).
What policies to expect from Indonesia's new President Prabowo
Prabowo will be open to foreign investment, his aide has said, such as by offering investors management of airports and sea ports.
Budget 2025: Govt allocates RM470 mil to empower women's participation in PMKS
The Women's Leadership Apprenticeship Program will be intensified as an effort to produce more female corporate personalities.
Israel sends more troops into north Gaza, deepens raid
Residents of Jabalia in northern Gaza said Israeli tanks had reached the heart of the camp, using heavy air and ground fire.
Indonesia ramps up security ahead of Prabowo's inauguration
Prabowo Subianto will be sworn in as Indonesia's president on Sunday with Vice President-elect, Gibran Rakabuming Raka, also taking office.
Immediate allocation of RM150 mil for local authorities, DID to tackle flash floods
Datuk Seri Anwar Ibrahim said this allocation is intended to address the recent flash floods that hit the capital and several major towns.
Budget 2025: Sabah, Sarawak to continue receiving among highest allocations - PM
Sabah and Sarawak continues to be prioritised under Budget 2025, with allocations of RM6.7 billion and RM5.9 billion respectively.