Begun as a mail carrier in 1925, United Airlines has greatly expanded its business operations over the years. United Airlines is a brand and transportation service that allows its customers to transport cargo and travel around the world. Its purpose as a company is: “to help unite the world by connecting people in the moments that matter most.” This shared purpose drives us to be the best airline for our employees, our customers and everyone we serve.” The company suffered many hard blows but managed to persevere and continue its growth. Securing a merger with Continental Airlines in 2010 after filing for bankruptcy 8 years earlier was monumental for the company. This was very significant because of his new status as the world's top tier. Say no to plagiarism. Get a tailor-made essay on “Why Violent Video Games Should Not Be Banned”? Get the original essay After the collaboration project was launched, United Airlines' competitors, including Delta, American Airlines, and Southwest Airlines, were forced to consider mergers of their own. This change in the climate of competition between airlines shows just how much of a powerhouse United Airlines was and remains. Negatives of United Airlines Over the past year, United Airlines has suffered from a serious black eye problem due to repeated mistreatment of passengers, people, and animals. In April 2017, a doctor on an overbooked flight from Chicago to Louisville was dragged off the plane after refusing to give up his seat on the flight, citing his need to visit patients in Louisville the next morning. Tyler Bridges, a passenger on the flight, recorded the altercation and posted the video to Twitter. The video footage spread like wildfire across the internet, leading many to berate airline staff for the way they handled the situation. Less than a year later, in March 2018, United Airlines upset passengers again when it forced a passenger to store his family's dog in the overhead compartment on a flight from Houston to New York. Despite the passengers' apparent anger, the attendant requested that the dog go to the overhead compartment for the three-hour flight. “Passengers who said they were on the flight expressed frustration with United and the attendant who they say insisted the dog be stored above their heads.” When the plane landed and the overhead compartments were opened, the dog was found dead. Although the airline claimed it didn't know there was a dog in the bag, the mother and daughter said they both told the flight attendant it was a dog , but they were still forced to put the dog in the overhead compartment. United apologized, saying they took full responsibility for the incident and that it should never have happened. Several years before these customer service fiascos, in 2001, United faced issues related to the September 11, 2001 terrorist attacks and aircraft security. Before the attacks, United had a reputation for taking off unsafe planes, leading to fatal crashes and hundreds of deaths. In five years in the 1980s, there were 11 fatal accidents, causing more than 400 deaths. This number increased again ten years later. Between 1997 and 2001, there were 14 fatal accidents, causing more than 600 deaths. These figures do not take into account “suicides and sabotage”. Instead, accidents were caused by maintenance issues, negligence andcertain abnormal events. Then came the terrorist attacks of September 11, 2001, which were not only a public relations disaster for United, but also a devastating loss for the entire country. According to USA Today, there is no concrete evidence of how the hijackers entered the cockpit of the hijacked planes on United Airlines flights. This trend of accidents due to aircraft damage and oversight issues has caused trust issues within the industry, the type of trust issues that are difficult to overcome. “And regional alliances” are strengths. One of the great positives of United Airlines is demonstrated by fulfilling its mission of connecting people scattered across the world. The airline offers flights to 357 destinations, 124 international airports and 48 countries. All flights to and from these destinations totaled 148 million passengers in 2017 alone. Regarding past incidents that left a bad taste in United's public, the company has taken the initiative to revise various protocols and guidelines for employees. In response to complaints about how it handles customer service debacles, it called for new procedures to better handle overbookings, refunds and baggage mishandling. The results of these changes can be seen in the 94 percent decrease in the number of involuntary denied boardings in the year following the proposed change. These procedures are convenient and build relationships with customers, increasing the likelihood of bookings. Following the event where United's customer was dragged from the plane, the company implemented a new guideline: "United will not request law enforcement officers to remove customers of flights, unless it is a matter of safety and security.” adjustments and a willingness to admit faults in these situations make it much easier to forget these mistakes. These instances of bloopers within its system are not simply brushed under the rug, but are dealt with effectively to avoid any future altercations, demonstrating its commitment to customer satisfaction. Management Recommendations Regarding the event in which a customer was dragged off a United Airlines flight and To ensure overall flight safety, the company must educate employees at all levels about protocol revisions. This should be done through a series of interactive trainings in which employees are given information and asked to actively apply what they have learned in a real and hypothetical scenario. Similar techniques are expected to be used to deal with the dog's death aboard a United flight. Flight attendants and other crew members should be informed of past incidents and provided with key information and detailed action plans for possible future situations. While making changes to the guidelines is important, it doesn't matter if workers aren't held to high standards and aren't required to follow them. When developing lesson plans for these briefings, United Airlines must be mindful of all of its audiences, especially those negatively affected by past events. This includes animal rights activists, people traveling with or without pets, as well as past and potential customers. Creating specific instructions for those directly and indirectly involved will demonstrate care and allow customers to feel heard. To the people.