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

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.



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Photos: Getty
Posted to: United

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  • Casey C

    aka shit,, people are pissed and this guy might sue and we sounded like jackasses in our official statement yesterday, better eat crow and petend we care

  • SquidBillie

    Too little too late, dude.

  • Blair Waldorf

    Took them long enough.
    They’re not sorry, they’re trying to save face.

  • LolaLola

    too little too late, bub. he only issued this because of all the negative feedback. asshole. unless you’re ISIS, no one should be dragged off a plane like that.

  • Rosalie

    Worried about the big stock plunge today? Tough shit!

  • :)

    Long gone are the days when people wear fur coats and tuxes on flights for pleasure. People fly nowadays because they have to. Business meetings, family events,etc. When a customer purchases a ticket for a service United agrees to provide it. Overbooking and kicking people off flights can be costly to the customers. What if someone missed their cruise boat? Paid for a hotel they didn’t sleep in? Had to pay a breached car rental agreement fee? While airlines cannot plan for weather and mechicanical issues situations like this one should be illegal.

  • Raquelle Worthington

    You know, a lot of successful businesses actually stop selling tickets when they run out of seats. That man paid for the seat he was in and they dragged him out like he was a stowed away terrorist! Once you pay for something it’s yours!

  • YupVideoFever

    “We take full responsibility” – erm….and what…
    Oh since they said it, now all is forgotten. Nope. For starters, they should pay the man a few millions and grant him the right to fly 1st class for life time. And learn to fake sincere apologies better.

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  • Casey C

    not to mention they keep claiming he was ‘denied boarding”. He was issued a boarding ticket, he was on the damn plane, in his seat. every time I’ve been on an oversold plane, overselling was sorted at the freaking GATE. if you were on the plane that meant you were on the plane. they had a contractual obligation to fly him to his destination.

  • suzybel

    Trying to cover your ass isn’t going to cut it.

  • suzybel

    Trying to cover your ass isn’t going to cut it.