The very public shaming of United Airlines
The disgraceful treatment of an Asian-American passenger is there for the world to see thanks to social media, and is the worst possible outcome for the company
Profit margins are slim for US carriers and every vacant seat is seen as lost money. A common operating method is to overbook and then coax passengers onto other flights with compensation. The circumstances for the trip from Chicago to Louisville in Kentucky were slightly different, with four crew suddenly needing seats for unexplained reasons, but the method used was the same. Four passengers were told to disembark and the man, a doctor, was the only one to refuse and police were called in.
The uploaded videos show in anger-provoking detail what followed. People in China swooped on the images of the man and labelled the incident racial profiling. United says it randomly chooses which passengers will be asked to give up their seats and the terms they agree to when buying tickets gives the airline the right to refuse to fly them at its discretion.