On April 9, 2017 (March 13, 2017 in the lunar calendar), United Airlines violently dragged Chinese passengers off the plane. United Airlines violently dragged Chinese passengers off the plane On April 9, 2017, local time, United Airlines Flight 3411 was overbooked. A Chinese passenger was randomly selected to leave the plane. After insisting on refusing, airport security guards violently dragged him off the plane. The incident was photographed and posted on the Internet by passengers on the same plane, causing public outcry. According to US media reports, a United Airlines flight was overbooked and the airline wanted to provide US dollar compensation, hoping that some passengers would voluntarily give up their seats and take the next day's flight. However, despite the increase in the compensation amount, no passengers were still willing to disembark. The airline said that they would use a computer random selection method to disembark passengers. Among them, a couple was randomly selected and left, but a 69-year-old Chinese passenger who was randomly selected refused to leave. The Chinese passenger said that he was a doctor and had to see the patient the next day so he could not delay, and said he would call his lawyer. After negotiations between the two sides failed, the flight attendants called airport security law enforcement personnel, and a dragging and violent incident occurred. The violent incident erupted on the Internet and netizens condemned the boycott of the incident in which legal passengers were forcibly expelled from the plane. At that time, many passengers immediately announced the scene on social media, which triggered heated discussions on the Internet. A large number of netizens accused United of being rude, and some netizens described United Airlines as having fallen into a public relations crisis (PRdisaster). United Airlines also triggered a public opinion storm last month when it asked two girls wearing tights to change their clothes. The content of the film shows that there were constant screams at the scene, and passengers around them frequently shouted "My God!" "Don't do this!". After the video was uploaded on Social networks, netizens frantically reprinted it. Netizens angrily criticized United Airlines, and some even said that they would not fly United Airlines again. According to the Washington Post, one passenger said that the Chinese passenger who was dragged off the plane said he was chosen to get off the plane because he was China. Another passenger said United asked four selected passengers to disembark so their staff could board the plane. Chinese CEOs protest: Not taking United Airlines on official business trips According to a report by the US "World News", in the message box on the "Washington Post" website on the 10th about the news, there were as many as 5000 messages, almost unanimously criticizing United Airlines; One of them, a Chinese named Edwin Fu, said that he started his own company and was the company's CEO. After the incident, he had stipulated that the company would never be allowed to fly United Airlines on official business trips. Yao Xiaoming, who has served China Airlines and Southwest Airlines for 20 years, said after seeing the video that it is not uncommon for every airline to have oversold seats."But after oversold, volunteers are required to give up seats before boarding." Well, as a flight attendant, she has never heard of any example of pulling a passenger who had sat down on a seat off the plane,"and in such a rough way." In this incident in which Chinese passengers were forcibly dragged off the plane, some industry insiders pointed out that United Airlines could actually avoid this historic public relations disaster, such as increasing the amount of compensation. Hobica, director of Airfarewatchdog, said that whether it is US$1000, US$2000 or US$3000, it is much less than the cost of reputation damage and loss of customers. United Airlines President Apologizes How Can Chinese passengers defend their rights? United initially issued only a brief statement about the incident: "Flight 3411 from Chicago to Louisville was overbooked.""After our staff searched for volunteers, a passenger refused to voluntarily leave the plane, so law enforcement officers were asked to rush to the cabin door. We apologize for the overbooking. "An apology statement from the airline's CEO. Hours later, Oscar Munoz, the airline's chief executive, apologized, saying it was "an incident that disturbed all United employees" and that a "detailed review" was under way. He also said: "We are contacting this passenger and talking directly with him to further address and resolve this issue." But Chris Allieri, a crisis communications expert at public relations consulting firm Mulberry and Astor, said the apology was not adequate. "This is not the heartfelt apology from the top of the company that is needed right now." It is reported that when seats are oversold, the airline will generally provide compensation conditions. If too few passengers voluntarily disembark, the airline has the right to decide which passenger will be "kicked" off the plane. This has been written into the contract when passengers buy tickets, but few people will read and recognize it. The United contract states that no one may be denied boarding unless United staff or other aviation staff ask passengers to voluntarily abandon boarding and obtain compensation provided by United. John Banzhaf, a professor at George Washington University Law School, expressed his judicial opinion on social media that airlines have no right to expel passengers from the plane after successfully boarding the plane without disorderly conduct, involvement in terrorist acts or sudden illness. According to a report by the US "World News", when a passenger wants to fly according to the scheduled itinerary but is refused by the airline, he should remember to ask the airline to file legal compensation and issue a certificate, and confirm that the seat for the changed flight has been checked in and booked. If passengers encounter unreasonable flight conditions, they can complain to the Ministry of Transport rather than to the airline. The U.S. Department of Transportation's "Airline Quality Rating" report is published annually based on four major indicators and 12 categories: punctuality rate, involuntary refusal to board, improper baggage handling and passenger complaints. Complaints accepted by the Ministry of Transportation will be included in the report's scoring, but those accepted by airlines may not be the case. United Airlines settles with Vietnam passengers On April 9, 2017, the lawyer representing the Vietnam passenger who was violently ousted from the plane by United Airlines announced on the 27th that he had negotiated a compensation agreement with United Airlines, but the two parties will not announce the specific amount of compensation. Attorney Thomas Demetrio's law firm confirmed in an email to the media that day that the victim and lawyers from both United agreed to reach a settlement after negotiation. However, according to the agreement between the two parties, the specific amount of compensation will be kept confidential. On the same day, United Airlines also announced that it was pleased that this "unfortunate incident" had been properly resolved, and also promised a series of improvement measures, including reducing overbooking, strengthening personnel training, etc., and the compensation limit for passengers voluntarily giving up overbooking flights was also increased to US$10,000.