(Audra D. Bridges via AP).
United Airlines will not use law enforcement officers to remove overbooked passengers from aircraft following outrage over a video that showed a forcible removal of a Chicago passenger.
The 31-second video, which has been viewed nearly 150,000 times since it was posted on Facebook, was taken on a United Airlines flight from Chicago to Louisville.
The United Airlines flight that drew worldwide attention after a passenger was dragged from his seat and off the plane was not overbooked, the airline said Tuesday.
Munoz says that he reached out to Dao to apologize but has been unable to reach him. Potential travelers finding similar fares on United and a competitor may choose the rival because of the video, he said.
On Tuesday, Munoz said he was committed to "fix what's broken so this never happens again".
"Well Mr. Munoz, according to TripAdvisor, the world's largest travel site, not only are we a real airline. we are the best airline", the company said. "We can't do that".
The US Department of Transportation has also said it's reviewing the episode.
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"I do look forward to a time when I can ... as much as I've been able to apologize directly to him for what happened", Munoz said.
Mr Munoz promised "a thorough review of crew movement, our policies for incentivising volunteers in these situations, (and) how we handle oversold situations". Robert Menendez, a New Jersey Democrat, who called the incident "disturbing" and Munoz's statement an "empty apology".
Hours later on Monday, his tone turned defensive. He later doubled down in a letter to employees, defending the airline's actions and describing the passenger as "disruptive and belligerent". "No one should ever be mistreated this way", Munoza admitted, according to The Guardian.
Video of the Kentucky doctor, David Dao, being dragged off a United plane at O'Hare is touches nerves. "Currently, they are focused only on Dr. Dao's medical care and treatment", said Chicago attorney Stephen L. Golan, one of the family's lawyers. "Whilst the passenger's behavior was not good, United have shown no compassion or concern for the man", he said.
The idea that the scene was upsetting to United - with no mention of the trauma for Dao or witnesses - raised eyebrows.
The passenger told the manager that he was a doctor who needed to see patients in the morning, Mr Bridges said. He refused to leave.
That's when three Aviation Department police officers boarded the plane. The crew has asked for volunteers but since no one volunteered to leave the flight four people were randomly chosen, Dr. Dao being one of them.
Other passengers on Flight 3411 are heard saying, "Please, my God", "What are you doing?"
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