United CEO issues another apology
CHICAGO — United Airlines CEO Oscar Munoz issued a second apology Tuesday afternoon amid continued backlash over viral videos of security officers dragging a passenger from his seat Sunday, an event Munoz called “truly horrific.”
“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,” Munoz said in a statement.
Passengers were already on board the United Express flight from Chicago O’Hare International Airport to Louisville, Ky., on Sunday evening when the airline — unable to find passengers willing to give up their seats for four airline employees in return for credits for future flights — selected four passengers to bump to a later flight.
After one man repeatedly refused to leave, security personnel pulled him from his seat, dragging him through the aisle and off the aircraft. Outrage erupted on social media after other passengers shared video of the incident.
Munoz said the airline will review policies for handling situations where it has sold more tickets than seats available, including how it incentivizes customers to volunteer to take a later flight. Volunteers typically receive vouchers for future travel.
United also is examining how it works with airport authorities and local law enforcement, and will share the results of that review by the end of the month, Munoz said.
“I want you to know that we take full responsibility, and we will work to make it right,” he said. “It’s never too late to do the right thing.”
Tuesday’s statement was a change in tone from United’s initial responses to the incident. On Monday, Munoz apologized for having to “reaccomodate” passengers. But in a letter to employees Monday night, Munoz defended the airline’s policies and its employees while adding, “there are lessons we can learn from this experience.”
ABC late-night host Jimmy Kimmel mocked the airline Monday night.
The airline’s stock rose slightly Monday despite the criticism, but dipped Tuesday morning as the airline’s brand continued to take a beating. At the close of trading Monday, the airline was valued at about $22.49 billion. At around noon on Tuesday, its value had sunk to $21.92 billion, a loss of more than $500 million. By close of trading its value had recovered a bit, to $22.25 billion.
The aviation security officer who pulled the man from his seat was placed on leave Monday, “pending a thorough review of the situation,” the Chicago Department of Aviation said in a statement.