United Airlines boss apologizes to lawmakers for dragging incident
WASHINGTON — The chief executive of United Airlines apologized Tuesday on Capitol Hill for an incident in which a passenger was dragged off a flight, calling it “a mistake of epic proportions” as frustrated lawmakers warned airline executives to improve customer service or face congressional intervention.
House Transportation Committee Chairman Bill Shuster, R-Pa., said carriers should use the notoriety of the violent event — and an American Airlines incident in which a mother with a stroller was bullied by a flight attendant — to make longneeded improvements. If the airlines don’t make changes, Congress is likely to step in, Shuster and other lawmakers said.
“Seize this opportunity,” Shuster told United CEO Oscar Munoz and other airline executives at a hearing.
Otherwise, “we’re going to act and you’re not going to like it,” he said, predicting a “one-size-fits-all” solution that may serve some airlines but not others.
Shuster provided no specifics on what steps Congress would take to fix airline service. But several members of Congress have introduced legislation to ban the bumping of passengers if flights are overbooked.
Munoz repeatedly apologized for the April 9 incident in which passenger David Dao was smashed in the face and injured as he was removed from a flight where he was already seated. Munoz vowed to do better as he and other airline executives faced tough questions from lawmakers.
“It was a mistake of epic proportions, clearly, in hindsight,” Munoz told the transportation panel. Dao, 69, a Kentucky physician, was treated in a way that nobody should be treated, Munoz said, calling it a “terrible experience.”
United has taken a series of steps to reduce overbooking of flights since the incident and will raise to $10,000 the limit on payments to customers who give up seats on oversold flights, Munoz said.
The airline also said it will improve employee training.
“This is a turning point for United, and our 87,000 professionals,” Munoz said. “It is my mission to ensure we make the changes needed to provide our customers with the highest level of service and the deepest sense of respect.”