United’s CEO issues new apology

CHICAGO — After people were horrified by video of a passenger with a bloody face 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 Monday, his tone turned 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 most contrite apology yet as details emerged about the man seen on cell phone videos recorded by other passengers at O’Hare Airport.

“No one should ever be mistreated this way,” Mr. Munoz said.

The passenger on the overbooked flight from Chicago to Louisville, Ky., was identified as physician David Dao, 69, of Elizabethtown, Ky., who was convicted more than a decade ago of felony charges involving his prescribing of drugs and spent years trying to regain his medical license.

Screaming can be heard on the videos, but 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.”

Mr. Munoz’s latest statement described the removal as “truly horrific.” He said the company would review policies for seeking volunteers to give up their seats, for handling oversold situations, and for partnering with airport authorities and local law enforcement.

An attorney who represents Dao said his client was treated at a Chicago hospital for injuries he sustained on the plane and that the family would not comment.

Airport officials have said little about Sunday’s events and nothing about Dao’s behavior before he was pulled from the jet that was bound for Louisville. 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.