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United changes policies after passenger dragged off plane

Two weeks after a passenger was dragged off a United Airlines flight, resulting in a major PR disaster, the company announced big changes to its customer service policy Thursday morning.

They cover everything from passengers' compensation to use of force by law enforcement.

It's a plan clearly meant to win back customers, following that public relations nightmare April 9, when passengers’ cell phone video on board United flight 3411 captured airport police violently dragging Dr. David Dao off a plane.

Dao suffered a concussion, facial injuries and lost two teeth.

As a result, United is revamping customer service policies, some going into effect Thursday.

Among the big changes:

  • Law enforcement will no longer be able to physically pull passengers off its plane unless it's for security and safety reasons.
  • United won't make customers give up their seats involuntarily unless it's for security and safety reasons.
  • Airlines will raise passengers' compensation for voluntarily giving up their seats to up to $10,000
  • United also will ensure crews are booked on the flight 60 minutes before departure.

You may remember Dao and other passengers were asked to give up seats because United crew members had to fly to another airport.

United says part of the change is giving crews and staff more training annually.

Dao's attorney said last week despite United’s apologies and these changes, his client still plans to sue.