Dallas â¢ United Airlines moved to staunch criticism â and any customer defections â by reaching a settlement Thursday with a passenger dragged off one of its planes two weeks ago and issuing new policies designed to prevent similar customer-service failures.
On April 9, Kentucky physician David Dao was forcibly removed from a flight after refusing to give up his seat to a crew member. The incident ignited a debate about poor service and a lack of customer-friendly policies on U.S. airlines.
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