United Airlines CEO Makes Promises As Apology Tour Hits Good Morning American
In April 2017, United Airlines faced a significant public relations crisis when Dr. David Dao, a 69-year-old physician, was forcibly removed from Flight 3411 at Chicago’s O’Hare International Airport. The incident, captured on video and widely shared, showed Dr. Dao being dragged off the plane, leading to widespread outrage and criticism of the airline’s policies.
In response, United Airlines CEO Oscar Munoz appeared on ABC’s “Good Morning America” to address the situation. During the interview, Munoz expressed deep remorse, stating he felt “shame” upon viewing the footage and emphasized that such an event “will never happen again.” He assured that United would no longer use law enforcement to remove booked, paid, and seated passengers, acknowledging the need for policy changes to prevent similar incidents in the future.
Munoz identified the event as a “system failure,” highlighting that frontline staff lacked the appropriate tools and procedures to handle such situations effectively. He committed to reviewing and revising company policies, particularly concerning the use of law enforcement on aircraft and the procedures for handling overbooked flights.
This incident underscored the importance of customer service and the need for airlines to prioritize passenger rights and well-being. United Airlines’ response aimed to rebuild trust and demonstrate a commitment to preventing future occurrences of similar nature.
