Angry U.S. lawmakers threatened United Airlines and other carriers on Tuesday with legislation to force improvements as they expressed disgust after a passenger was hauled down the aisle of an overbooked flight last month.
The tense House of Representatives committee hearing signaled how Congress might respond to rising consumer anger over cost-cutting by airlines that boiled over after David Dao, 69, was violently dragged from a United flight at a Chicago airport on April 9 to make room for crew members.
Most lawmakers fly back and forth to Washington each week, and took the opportunity to recount in detail the kinds of frustrations customers routinely face, including complicated booking systems, confusing fees, long waits and unexplained flight delays.
“We all know it’s a terrible experience,” said Representative Michael Capuano, a Democrat from Massachusetts, throwing his arms in the air in frustration. “Some charge fees for baggage, some charge fees for