United Airlines CEO backtracks, issues apology
CHICAGO — After people were horrified by video of a passenger getting dragged off a full United Express flight by airport police, the head of United’s parent company said the airline was reaching out to the man to “resolve this situation.”
Hours later on Monday, his tone turned more defensive. He described the man as “disruptive and belligerent.”
By Tuesday afternoon, almost two days after the Sunday evening confrontation in Chicago, CEO Oscar Munoz issued his first contrite apology.
“No one should ever be mistreated this way,” said Oscar Munoz, chief executive of United’s parent company.
The passenger was identified as physician David Dao, 69, of Elizabethtown, Kentucky.
Nowhere is Dao seen attacking the officers. In fact, he appears relatively passive both when he was dragged down the aisle of the jet and when he is seen standing in the aisle later saying quietly, “I want to go home, I want to go home.”
When cellphone videos taken by other passengers first emerged, they generated widespread sympathy for Dao and sharp criticism of the airline.
Munoz’s latest statement described the removal as “truly horrific.” He planned to review policies for seeking volunteers to give up their seats, for handling oversold situations and for partnering with airport authorities and local law enforcement.
The company expected to share results of the review by April 30.
An attorney who represents Dao said his client was being treated at a Chicago hospital for injuries he sustained in the incident.
Dao’s family is focused only on his medical care and “wants the world to know that they are very appreciative of the outpouring of prayers, concern and support they have received,” attorney Stephen L. Golan said.
Airport officials have said little about the Sunday’s events and nothing about Dao’s behavior before he was pulled from the jet that was bound for Louisville, Kentucky. Likewise, the Chicago Aviation Department has said only that one of its employees who removed Dao did not follow proper procedures and has been placed on leave.
No passengers on the plane have mentioned that Dao did anything but decline to leave the plane when he was ordered to do so.
Also Tuesday, Chicago Mayor Rahm Emanuel called the altercation “completely unacceptable” and praised Aviation Commissioner Ginger Evans for taking “swift action.” He promised that a city investigation would “ensure nothing like this ever happens again.”
The event stemmed from a common air travel issue — a full flight. United was trying to make room for four employees of a partner airline, meaning four people had to get off.
At first, the airline asked for volunteers, offering $400 and then when that did not work, $800 per passenger to relinquish a seat. When no one voluntarily came forward, United selected four passengers at random.
Three people got off the flight, but the fourth said he was a doctor and needed to get home to treat patients on Monday. He refused to leave.
Three Aviation Department police officers got on the plane. 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 D. Bridges, posted a video on Facebook.
One of the officers could be seen grabbing the screaming man from his window seat, across the armrest and dragging him down the aisle by his arms.
Other passengers on Flight 3411 are heard saying, “Please, my God,” ‘’What are you doing?” ‘’This is wrong,” ‘’Look at what you did to him” and “Busted his lip.”
“We almost felt like we were being taken hostage,” Bridges said. “We were stuck there. You can’t do anything as a traveler. You’re relying on the airline.”