WASHINGTON (AP) – United Airlines CEO Oscar Munoz is likely to face pointed questions as Congress examines customer service by U.S. airlines and how air travel can be improved.
The hearing by the House Transportation Committee comes amid worldwide outrage sparked when a passenger was dragged off a United flight after refusing to give up his seat to a crew member. The April 9 incident ignited a debate about poor service and a lack of customer-friendly policies on U.S. airlines.
Transportation Committee Chairman Bill Shuster of Pennsylvania said the hearing will give lawmakers “an opportunity to get much-needed answers about airline customer service policies and what is being done to improve service for the flying public.”
United moved to head off criticism last week by reaching a settlement with passenger David Dao and issuing new policies designed to prevent customer-service failures.
United President Scott Kirby will join Munoz at the hearing, along with top executives of American Airlines, Alaska Airlines and Southwest Airlines.