United chief: Our customers should be the focus of all we do [Updated]

The airline has announced a list of changes it’s making to regain consumers’ trust. Its CEO said: ‘Our policies got in the way of our values, and procedures interfered in doing what’s right.’

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The carrier was hit with heavy criticism for enforcing its dress code policy, and then it faced huge backlash after forcibly removing a passenger from a flight to make room for crew members.

Now, it’s looking to turn things around.

On Thursday, United issued a press release announcing “10 substantial changes to how it flies, serves and respects its customers.”

In it, the airline addressed overbooking, increased its compensation cap for bumped passengers to $10,000 and promised to curtail its dependence on law enforcement:

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