United changes policy, crew can't displace seated passengers

United Airlines will no longer allow crewmembers to take the seats of passengers who have already boarded a plane.

The change in policy comes amid a firestorm of controversy that has enveloped the company following the now-infamous United Express flight from April 9. It was on that flight that United “bumped” four passengers from the sold-out aircraft to make room for crewmembers needed at the next destination to operate a different flight.

But passenger Dr. David Dao, who had already boarded, refused to give up his seat and was eventually dragged off the plane by Chicago airport security personnel. Cellphone video of the incident, which showed a bloodied Dao being dragged off the plane, has since gone viral and has led to a global public relations crisis for United.

Now, The Associated Press says an internal United Airlines e-mail from April 14 details a policy change. Those so-called “must-ride” bookings for crewmembers must be made at least 60 minutes prior to a flight’s departure. Prior to the change, must-ride crews could be booked onto a flight right up to departure.

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United spokeswoman Maggie Schmerin tells the news agency the change is one of the first tangible steps United is making as it reviews its policies after the April 9 incident. The change is being made to ensure that situations like Dao's never happen again, Schmerin adds.

Already, United CEO Oscar Munoz has pledged on national TV that the company will no longer call in security officers to remove fliers from overbooked flights.

"This will never happen again," Munoz said during an April 12 interview with the ABC News’ Good Morning America. "We are not going to put a law enforcement official onto a plane to take them off … to remove a booked, paid, seated passenger; we can’t do that."

United also has said it will give all customers onboard the April 9 United Express flight “compensation for the cost of their tickets.”

Still, the backlash against United has continued into this week, with considerable social media and news coverage of the April 9 event and the subsequent fallout.

United Airlines boots bride and groom traveling to their wedding from half-empty plane

United was back in the news again Monday after a newlywed couple en route to Costa Rica was kicked off a half-full United flight.

United acknowledged to Houston TV station KHOU the couple was removed from the flight, but said that happened only after the couple repeatedly tried to move themselves into better seats than they had paid for.

"These passengers repeatedly attempted to sit in upgraded seating which they did not purchase and they would not follow crew instructions to return to their assigned seats,” United said in a statement to KHOU. “We’ve been in touch with them and have rebooked them … .”