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How to make United Airlines keep its promises

United Airlines CEO Oscar Munoz prepares to testify before a House Transportation Committee oversight hearing on May 2, 2017, on Capitol Hill in Washington. (Photo: Pablo Martinez Monsivais, AP)
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You could almost hear a collective groan from the traveling public last week when United Airlines CEO Oscar Munoz promised a congressional hearing that his airline would “do better” in the wake of the David Dao dragging incident.

Better than what, exactly?

Even before the airline called law enforcement to have the doctor hauled off a flight from Chicago to Louisville — an incident captured on video and widely reshared — the airline was no customer-service star.

It scored a 70 out of a possible 100 points (that’s a C-, kids) on the authoritative American Customer Satisfaction Index, the lowest among legacy carriers and a point below no-frills Allegiant Air.

Complaining about United had become a hobby for air travelers. It ranked No. 2 for total passenger complaints, behind troubled American Airlines. The top grievances: flight problems, baggage issues and customer service.

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United Airlines is making these 10 customer-service policy changes

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