United CEO Releases Apology After Airplane Removal: 'I Promise You We Will Do Better'

United Airlines CEO Oscar Munoz has released a lengthy statement after the forceful removal of a passenger from United Express flight 3411 this week.

If you didn’t know, four people were chosen by a computer at random to de-board the plane after it was overbooked. Three of the people left the plane. Law enforcement was called to remove the fourth person, Dr. David Dao, and things turned violent.

Click inside to read Oscar Munoz’s entire letter…

Dear Team,

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.

Sincerely,

Oscar