United Airlines' favourability rating was rebounding until dog died in overhead bin

United Airlines’ reputation is in the dumpster following yet another customer-service blunder, but the good news for the carrier is that the fallout is not as bad as last time. United’s favourability rating has been monitored by a brand-tracking consultant, Morning Consult, which has surveyed 162,132 people about United Airlines from Jan. 16, 2017, to March 20. After Chicago security agents dragged passenger David Dao off a United flight in April 2017, United’s rating dropped a whopping 47 points. In the 11 months since the Dao incident, Morning Consult’s data shows United Airlines’ reputation began to improve slowly, even though it has lagged 7 to 17 points behind rivals American, Delta and Southwest. But United’s reputation took another nosedive when a French bulldog died after the owner was forced to put the dog carrier in an overhead bin. The airline saw its reputation drop 28 points after the latest incident. <br/>