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Painful Lessons For United Airlines
A man dragged screaming off a United Airlines flight described his ordeal as "more horrifying" than his experiences in the Vietnam War, his lawyer says (CCSS Level: Grade 10, Words: 558)
Apr 17, 2017 World News
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United Airlines is the midst of a major repetitional crisis after it decided to forcefully "re-accommodate" a passenger from a sold-out flight on Sunday. Attorneys for Dr. David Dao, who lost two front teeth and suffered a broken nose and "significant" concussion in the incident, say they will sue. His daughter, Crystal Dao Pepper, told a news conference in Chicago they are "sickened" by his treatment.

Law enforcement officials dragged Dr. Dao off Sunday evening's Chicago to Louisville, Kentucky, flight because it was fully booked, and the airline wanted four passengers to make way for staff members. The 69-year-old Vietnamese-American physician refused to leave, saying he needed to go home to see his patients. Lawyer Thomas Demetrio told journalists on Thursday "Dr Dao said that he left Vietnam in 1975 when Saigon fell and he was on a boat and he said he was terrified. He said that being dragged down the aisle was more horrifying and harrowing than what he experienced when leaving Vietnam."

Frequent traveler do not appear as shocked as others. They know that airlines fill their planes to the limit almost routinely, betting that some passengers will change their travel plans at the last minute. They know that airlines offer passengers incentives to give up their seats when flights end up oversold or sold out, that sometimes bump passengers involuntarily off a flight, and that the airline has a legal right to do so. Some of have even been on flights, seated and ready to leave the gate, when suddenly there is a need to make space and someone has to deplane. So frequent fliers seem to be a lot of less outraged and surprised about what happened on that flight from Chicago to Louisville than the rest of the world is. Yes, United and law enforcement personnel exercised very poor judgment, and, critically, the use of force was totally and absolutely inappropriate. But planes get sold out, and passengers get irate. It happens, as regrettable and disappointing as that is.

Contrast this with the wider sense of outrage and dismay. And it's global: An event on a small U.S. domestic route ended up being the No.1 trending topic on Chinese social media, raising possible challenges for a company with greater aspirations for its Asian lines of business. One of the major reasons for this discrepancy is that customers with different levels of information have different expectations about what "normal" looks like. And that is something that companies like United should reflect much better in their contingency planning.

In the critical minutes of crisis management following the highly unfortunate incident, United failed miserably in explaining the context for its decisions. It initially said the flight had been overbooked, though it later issued "clarification" to say that it had been sold out, USA Today reported. The airline then decided that four passengers had to be removed to make space for crew members, United spokesman Jonathan Guerin stated. How they carried out that removal will likely become a textbook example of how not to handle similar situations in the future.

The US Department of Transportation is reviewing whether United complied with rules on booking, and Dr Dao is preparing to sue. This is a piece of news that will likely keep United Airlines in the spotlight for quite some time to come.

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aid

help


n,v.援助

ap-pro-pri-ate

suitable or right


adj.适当

as-pi-ra-tions

hopes or ambitions of achieving something special


n.愿望

at-tor-neys

a lawyer


n.律师

bus-i-ness

a group that supplies goods or services to buyers


n.商业

chal-lenge

a call to take part in a contest


n.挑战

con-cus-sion

a violent shock from a heavy blow


n.脑震荡

cri-sis

a time of great difficulty, trouble, or danger


n.危机

cus-tom

made specially for a particular person


n.习俗

cus-to-mers

people who buy goods from a business


n.顾客

de-ci-sion

the act of deciding something, making a choice


n.决定

dif-fer-rent

not the same


adj.不同

dis-crep-an-cy

a lack of similarity between two or more facts; a gap


n.差异

dis-may

consternation and distress


n.沮丧

do-mes-tic

inside a country, tame, not wild


adj.国内

en-force-ment

the act of forcing observance of or obeying of a law


n.执法

ex-pec-ta-tions

beliefs about the way things should or will be


n.期望

ex-pe-ri-ence

come into contact with


v.经验

ex-pe-ri-enced

came into contact with; skillful


v.有经验的

ex-plain

make something clear or add detail


v.说明

for-ma-tion

arranged or lined up in a special way


n.队形

fre-quent

done often or done one after the other


adj.频繁

fu-ture

time still to come    


n.未来

in-ap-pro-pri-ate

not suitable or proper


adj.不当

in-cen-tives

a thing that motivates or encourages one to do something


n.奖励

in-ci-dent

a happening or event


n.事件

in-for-ma-tion

facts about something


n.信息/见闻

i-rate

feeling of great anger


adj.愤怒的

jour-nal-ists

persons who write for newspapers or magazines


n.记者

ma-nage-ment

dealing with and controlling things or people


n.管理

midst

in the middle of


prep.在中间

mis-er-a-bly

completely or utterly; sadly


adv.凄惨地/非常不幸地

o-val

shaped like an egg


n.椭圆

pas-sen-gers

travellers, apart from the driver or pilot


n.乘客

phy-si-cian

a person qualified to practice medicine; a doctor


n.医师

re-flect

think carefully about something


v.反映

route

a way to get from one place to another


n.路线

sap

the fluid that flows in a plant or tree  


n.树液

shocked

surprised or upset


v.震惊

sig-nif-i-cant

important, standing out from the rest


adj.重大/有意义

suf-fered

experienced something bad


v.受苦

sur-prised

feeling or showing surprise


adj.惊讶

text-book

a book for studying one subject


n.教科书

trans-por-ta-tion

way of moving things or people from place to place


n.运输

treat-ment

the giving of medicine or surgery


n.治疗