United Airlines incident: What went wrong?

Introduction On April 9, 2017, United Airlines became the center of a global controversy when Dr. David Dao, a 69-year-old Asian-American physician, was forcibly removed from Flight 3411 at Chicago O’Hare International Airport. The incident, captured on passengers’ smartphones, showed Dr. Dao being dragged down the aisle by security officers, bloodied and disoriented. The footage…