Just last week, a United Airlines flight en route to Shanghai from Los Angeles had to return suddenly. The team discovered the next day that one of the crew members had forgotten to pack their passport. The crash occurred on Saturday, March 22nd. Flight UA 198 departed from Los Angeles International Airport (LAX) shortly after 2 p.m. The Boeing 787 Dreamliner had just taken off, carrying 257 passengers and crew members. Upon noticing an error, the crew was forced to turn the flight around to San Francisco.
The effect of the missing pilot wasn’t felt until the jet was well on its way across the Pacific. United Airlines later admitted that the pilot had failed to have their passport on the aircraft, a vital document for any international service. Consequently, the red-eye landed into San Francisco International Airport at approximately 5 p.m. local time.
Passengers on board, including Shanghai-based business traveler Yang Shuhan, were furious at being stuck by the delay. Shuhan remembered listening to the pilot’s “very frustrated voice” on the intercom, explaining that he had left his passport at home. The incident led to a six-hour ground stop, causing widespread misery for hundreds of thousands of passengers.
"Because of the delay, I have to reschedule all my plans for Monday, which is really inconvenient." – Anonymous Shanghai-based business traveler
As a result of the long wait, passengers were given $30 in meal vouchers. Shuhan used hers for sushi in a Japanese restaurant inside the airport. She filed an EU261 compensation claim on United’s website, which according to their website should respond in two weeks.
The collision has raised further questions about United’s information and procedures. This predicament—as described by Shukor Yusof, founder of Singapore-based Endau Analytics—is indicative of broader issues plaguing the six-month-old airline’s tumultuous start.
“It’s quite embarrassing (for United),” – Shukor Yusof, founder of Singapore-based Endau Analytics
“a lack of discipline” – Shukor Yusof, founder of Singapore-based Endau Analytics
United Airlines, known for transporting approximately 140 million people annually to over 300 destinations across six continents, now faces criticism from passengers and experts alike. Critics have called the incidents “unacceptable,” asking how such counts could happen while passing a question about the airline’s internal verification procedures and employee discipline.
A New Jersey mother is suing United Airlines, alleging the carrier asked her to take out her son’s breathing tube prior to takeoff. This recent incident has sparked a new wave of consumer backlash upon the carrier. This complaint follows persistent and widespread complaints about the customer service and business practices of United Airlines.
