United Airlines Profit Rises Despite Boycott Threats Over Passenger Treatment
Dr. Dao’s lawyer said the removal, to make his seat available to a United employee, had left
Dr. Dao with a broken nose, a concussion, two knocked-out teeth and sinus problems.
“It’s very difficult at this point in time for consumers to exact a penalty against airlines
that have exhibited poor customer service” or been involved in a high-profile situation like Mr. Dao’s removal, said John Kwoka Jr., a Northeastern University economics professor who has advised state attorneys general on airline mergers.
In a separate report this month, United said that it had more than 71 million passengers
during the first half of the year, up 4.2 percent compared with last year.
The results point to an underlying principle about the airline business: Passengers, by
and large, look for the most convenient and cheapest fares, not which airlines claim to offer the best service.
