個案資料
了解個案內容與學習目標，選擇授課教師及使用課程。
United Flight 3411: What Went Wrong?
內容大綱
On April 9, 2017, United Airlines flight 3411 to Louisville was held at the gate in Chicago while customer Dr. David Dao was forcibly removed from his seat and dragged off the plane by officers from the Chicago Department of Aviation. The first public response from the airline was a tweet on Monday morning from CEO Oscar Munoz, apologizing for needing to "re-accommodate" the passenger. Munoz quickly revised his statement and his response evolved over the weeks that followed, but people couldn't help but question: How could an airline treat a customer so terribly? In this case, students explore the United processes and policies in place that led to the incident and consider how CEO Oscar Munoz should position United to recover from this event.