Oscar Munoz, the CEO of United Airlines, today said he felt "shame" when he saw the viral video of airport police dragging a bloodied passenger from one of his airline's flights Sunday night.
"This will never happen again," Munoz told ABC News' "Good Morning America" in an exclusive interview.
He added: "We are not going to put a law enforcement official onto a plane to take them off … to remove a booked, paid, seated passenger; we can’t do that."
Regarding blowback Munoz received for his initial muted response, which did not include an apology, he said a more forceful reaction was delayed because he was still gathering the facts.
"I think my reaction to most issues is to get the facts and circumstances," he said. "My initial words fell short of truly expressing the shame."
Munoz said the feelings of embarrassment were "palpable" with him and his United colleagues.
The passenger, David Dao of Elizabethtown, Kentucky, a 69-year-old physician specializing in pulmonary disease, is at a Chicago hospital undergoing treatment for his injuries, according to lawyers for his family.
United Flight 3411, operated by Republic Airways, was set to depart Chicago's O'Hare International Airport at 5:40 p.m. local time Sunday, bound for Louisville International Airport, when the incident occurred.
United told ABC News that passengers were offered up to $800 to give up their seats for four crew members who needed to board.
Read More (...)