United Airlines CEO Oscar Munoz has issued a new apology for the incident caught on video in which a passenger was violently ejected from a Chicago flight.
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Here’s the full statement:
Statement from United Airlines CEO Oscar Munoz on United Express Flight 3411
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.
I promise you we will do better.
Munoz’s new apology follows the leaking of a staff memo which further fueled the airline’s self-inflicted PR nightmare. In the memo, Munoz blamed the victim and commended staff for going above and beyond, saying proper protocol was used during the incident, in which the man was bloodied and dragged down the plane’s aisle.