The sudden and sad death of John Clarke removed a major figure from Australian and New Zealand life. He was brilliant on his own and in conjunction with straight man Bryan Dawe. Clarke and Dawe was very much a team in which Bryan's sometimes incredulous expression and pointed attempts to gain answers provided a perfect foil to Clarke's insouciance. For overseas readers, this link will give you some examples. Others are readily available on YouTube.
an example. The reaction on social media was instant and savage.
The graphic is from a January 2016 piece by Bloomberg's. Drake Bennett on the airline's efforts under CEO Munoz to turn around, to recover from disaster centered in part on poor customer service. This included the infamous 2009 broken guitar case.
It would appear that United had made some progress until this case turned the whole thing around, again twisting the airline into knots. The facts of the case will be picked over and over. It should not have occurred in the way it did, although I can understand the chain of events. Once it did occur, the responses of CEO Munz displayed a remarkable lack of human sensitivity, a failure to understand the implications of just what had happened. The sight of the passenger back on the plane with a bloody face repeating "I have to get home" in a dazed fashion will stay with me for some time.
In all this, I have learned a new word, "re-accommodate", to describe passengers who do get bumped even when they have a valid ticket and allocated seat and are sitting in that seat. While I knew about over-booking, that is one reason I book on line or get to the airport early, while I knew that the airlines had a legal right to put me off, the thought that one might get dragged off was a new one to me.
The ABC had a useful piece on the Australian legal position if you are faced with "re-accommodation." I did not realise just how limited my rights were. I think that this is a case where legal reform is required.
Update on United
The CEO of United has now provided a full apology on the matter:
Statement from United Airlines CEO Oscar Munoz on United Express Flight 3411
April 11, 2017
The truly horrific event that occurred on this flight has elicited many responses from all of us: outrage, anger, disappointment. I share all of those sentiments, and one above all: my deepest apologies for what happened. Like you, I continue to be disturbed by what happened on this flight and I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way.
I want you to know that we take full responsibility and we will work to make it right.
It’s never too late to do the right thing. I have committed to our customers and our employees that we are going to fix what’s broken so this never happens again. This will include a thorough review of crew movement, our policies for incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement. We’ll communicate the results of our review by April 30th.
I promise you we will do better.
Sincerely,Meantime, the Louisville Courier-Journal has been dragging up material about Dr Dao's past, something that has also attracted considerable ire and forced some backtracking from the paper. .