Law360 discusses a United Airlines poor customer service incident with Marc Scribner.
“It was clearly an example of really bad customer service on the part of United,” Marc Scribner, a transportation policy research fellow with the Competitive Enterprise Institute, told Law360. “The big question is if they didn’t give him notice before he boarded and sat down because that’s not necessarily what United says when it discusses overbooking procedures and passengers who are then bumped.”
“We’ve seen a lot of calls for ratcheting airline regulations [after this incident], but I think we should stick to the broad principle of the Airline Deregulation Act — which says the industry is best governed through competitive market mechanisms as opposed to top-down government regulation — and extending that principle further into the aviation market,” Scribner said.
Read the full article at Law360.