United's CEO Oscar Munoz wrote in an email that United is undergoing a review process of its policies for incentivizing volunteers after a passenger was removed forcibly from a flight from Chicago to Louisville earlier this week. "We are going to fix what's broken so this never happens again."
That includes a review of crew movement and an examination of partnerships with airport authorities and law enforcement. The Chicago Department of Aviation said the United incident wasn't in line with its standard operating procedure.
Three answers to lingering questions about United policies: