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美联航众议院听证会仍力挺超售:对公司乘客是双赢
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美联航众议院听证会仍力挺超售:对公司乘客是双赢
May 03, 2017, 12:33:37 PM
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美联航CEO最新的道歉对象是美国众议院。
北京时间5月2日晚,美联航首席执行官奥斯卡 穆诺茨(Oscar Munoz)参加了在美国众议院交通及基础设施委员会召开的听证会。穆诺茨在会上就美联航4月9日发生的暴力拒客事件做出解释,并同时接受在场议员的质问。
与穆诺茨一同参加听证会的还有美联航总裁斯科特 柯比(Scott Kirby),以及美国航空公司(Nasdaq: AAL)、西南航空公司(NYSE: LUV))和阿拉斯加航空公司(NYSE: ALK)的高管。
穆诺茨在听证会上表示,在4月9日事件发生后,美联航一开始抵制承担责任的行为,“在那一刻,对于我们的客户和公司来说,我们已经失败了,对于我个人而言也同样如此。”
美联航负责乘客用户体验的高级副总裁嘉里 菲利维奇(Kerry Philipovitch)也承认,“很显然,这次是美联航做错了事。”
美联航上周已与事件中的受伤乘客David Dao达成和解,和解金保密。声明将减少超售预定的航班并为自愿放弃座位的乘客提供上限1万美元的补偿金。同时,美联航也承诺不会再要求执法人员强行将非自愿离开座位的乘客带离飞机。
此次使美联航广受诟病的焦点之一为航空公司的航班超售政策。
值得注意的是,穆诺茨在听证会上捍卫了超售政策。他表示,超售政策有助于航空公司更好地为乘客服务,在有些时候超售对航空公司和乘客来说是双赢的策略。一起与会的美国航空公司也明确表示不会取消这种政策。
不过,其余两家与会航空公司则持有不同态度。阿拉斯加航空公司表示,正在考虑改变超售政策。西南航空公司则表示,未来将升级航班预定系统并更改取消政策,以便完全结束超售政策。
因超售政策会带来航空公司运营成本的下降,若完全取消或将影响航空公司的盈利水平。故当被问及是否会因此导致破产时,与会的西南航空执行副总裁鲍勃 乔丹(Bob Jordan)直接表示了否定,并透露西南航空的这一变化预计将让乘客被拒绝登机的事件机率减少80%。
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