(Lets imagine we sit in United's quality management committee. Here is the initial non-conformity report.)
Yesterday we had an unusual incident. A flight from Chicago to Louisville was overbooked. Following SOP, we offered up to $800USD reward for volunteers to deplane. There were no takers. We had to select four customers at random to ask them to deplane. Three of them complied, one refused. We called airport police, who came and forcibly removed this customer, injuring him in the process.
The removal was filmed by other customers and we are in a storm of negative publicity on traditional and social media.
What do we do to
Yesterday we had an unusual incident. A flight from Chicago to Louisville was overbooked. Following SOP, we offered up to $800USD reward for volunteers to deplane. There were no takers. We had to select four customers at random to ask them to deplane. Three of them complied, one refused. We called airport police, who came and forcibly removed this customer, injuring him in the process.
The removal was filmed by other customers and we are in a storm of negative publicity on traditional and social media.
What do we do to
- contain the damage?
- prevent recurrence?
- repair our image?