The Margin: One year after a passenger was dragged off a plane, have Americans forgiven United?

One year later. Have customers forgiven United Airlines?

In April 2017, United Airlines faced a crisis that went viral on social media in a matter of hours, brought an out-of-court settlement and, eventually, an apology from the company’s chief executive Oscar Munoz. It’s a painful reminder of how a PR disaster in the social media age can spread so fast that it becomes a cultural touchstone for everything people feel is wrong with air travel.

On April 9, 2017, a 69-year-old doctor, David Dao, was forcibly removed from a United flight at Chicago’s O’Hare International Airport because the flight was overbooked.

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