United CEO issues apology, calls removal 'truly horrific'
Cris De Lacerda
12 Abril, 2017, 20:22
Munoz, who was named "communicator of the year" recently by PR Week, said in his latest statement: "I deeply apologise to the customer forcibly removed and to all the customers aboard". He said, "No one should ever be mistreated this way". Two officers tried to reason with the man before a third came aboard and pointed at the man "basically saying, "Sir, you have to get off the plane", said Tyler Bridges, a passenger whose wife, Audra Bridges, posted a video on Facebook.
"We take full responsibility and we will work to make it right", Munoz said.
Tone-deaf United CEO Oscar Munoz called Dr. Dao "belligerent" about being "re-accomodated" which is just fancy speak for being bumped from a flight that he paid to be on.
United Airlines' chief executive has said he will not quit amid an explosive backlash to video of a screaming man being dragged off a plane. Dao, who is still in hospital, has hired lawyers to take action against United.
After Mr Dao refused to leave the plane, law enforcement officials dragged him out, and Mr Dao was left bloodied by the confrontation. "I apologize for having to re-accommodate these customers".
Dao's injuries incurred after United asked passengers to volunteer to give up their seats for crew members on a flight out of Chicago's O'Hare International Airport.
The video has been seen more than 6 million times and spawned social media outrage. Witnesses reported that airline representatives said they needed four seats for United employees who had to be in Louisville the next day.
Sara Nelson, worldwide president of the flight-attendants union for United, said his letter to United employees was only meant to boost morale in a very trying time.
United's explanation "has been unsatisfactory, and appears to underestimate the public anger about this incident", four senators wrote in letters Tuesday to United CEO Oscar Munoz and Ginger Evans, commissioner of the Chicago Department of Aviation.
Shares in the airline's parent company United Continental Holdings fell 4% earlier on Tuesday, but following Mr Munoz's second statement they recovered much of the loss to settle 1.5% lower.
Munoz said he was committed to "fix what's broken so this (the incident) never happens again".