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Publications
  • May 2017 (Revised March 2018)
  • Case
  • HBS Case Collection

David Dao on United Airlines

By: Benjamin Edelman and Jenny Sanford
  • Format:Print
  • | Language:English
  • | Pages:17
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Abstract

In widely circulated videos, United staff and Chicago security forcibly remove a passenger from his paid seat on an aircraft, injuring him severely. United leadership must decide how to respond to public outcry.

Keywords

Crisis Management; Service Operations; Air Transportation; Contracts; Reputation; Air Transportation Industry; Chicago

Citation

Edelman, Benjamin, and Jenny Sanford. "David Dao on United Airlines." Harvard Business School Case 917-026, May 2017. (Revised March 2018.) (request a courtesy copy.)

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