United Airlines has finally issued a full (and proper) apology regarding an incident which saw a passenger being dragged from a plane out of their reserved seat.
Online footage that has since gone viral showed a man – who has been identified as Dr David Dao – being dragged down the aircraft's aisle by three police officers after no passengers volunteered to leave the overbooked flight.
After what has been slammed by some as poor customer service, United Airlines' CEO Oscar Munoz has now released a full statement expressing his "outrage, anger and disappointment" at what happened.
Addressing the United Airlines "team", Munoz wrote: "The truly horrific event that occurred on this flight has elicited many responses from all of us: outrage, anger, disappointment.
"I share all of those sentiments, and one above all: my deepest apologies for what happened. 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 insisted that the airline takes "full responsibility" for the incident, stressing that they will "work to make it right." "It's never too late to do the wrong thing."
He continued: "I have committed to our customers and our employees that we are going to fix what's broken so this never happens again.
"This will include a thorough review of crew movement, our policies for incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement."
Munoz also confirmed that the results of United Airlines' internal review in light of the incident will be published on April 30.
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