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United Airlines: using a compliance framework to further customer relations

Tom Fox | May 2, 2017

United Airlines made it through the week without any new or additional public relations disasters. That must come as some relief given the airline’s most recent couple of weeks. United managed to settle the claim brought against it by the passenger it had forcibly removed from a flight and revamp its procedures to give more flexibility to company personnel to deal with future oversold situations or when airline passengers need to be ferried and are given priority over paying customers. It is this second set of actions that speaks directly to the final prong of any best practices compliance program, remediate.

United followed the prescripts of the Justice Department’s Evaluation of Corporate Compliance Programs, Prong 1 by performing a root cause analysis of the failure. The ensuing report listed a litany of failures of internal controls that contributed to the removal of the physical removal of the passenger. United changed its internal procedures to reduce the...

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