The CEO of United Airlines has apologized in light of a controversial video showing airport police dragging a 69-year-old passenger off an overbooked flight.
Oscar Munoz on Tuesday apologized for the "truly horrific event," saying, "No one should ever be mistreated this way." He promised a review of airline policies by April 30 and vowed to "fix what's broken so this never happens again."
It was the second statement by the CEO. On Monday, Munoz blamed the passenger, David Dao, of Elizabethtown, Kentucky, for not obeying when airline employees asked him to leave. Munoz called the man "disruptive and belligerent."
The truly horrific event that occurred on this flight has elicited many responses from all of us: outrage, anger, disappointment. I share all of those sentiments, and one above all: my deepest apologies for what happened. Like you, I continue to be disturbed by what happened on this flight and I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way.
I want you to know that we take full responsibility and we will work to make it right.
It's never too late to do the right thing. I have committed to our customers and our employees that we are going to fix what's broken so this never happens again. This will include a thorough review of crew movement, our policies for incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement. We'll communicate the results of our review by April 30th.
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