This Sunday, April 9, 2017, image made from a video provided by Audra D. Bridges shows a passenger being removed from a United Airlines flight in Chicago. Video of police officers dragging the passenger from an overbooked United Airlines flight sparked an uproar Monday on social media, and a spokesman for the airline insisted that employees had no choice but to contact authorities to remove the man. (Audra D. Bridges via AP)
After disturbing videos surfaced of a passenger being dragged off a plane because the flight was overbooked, United Airlines CEO Oscar Munoz told employees that he "emphatically" stands behind them in an internal email circulated to United Airlines employees and acquired by CNBC.
“This is an upsetting event to all of us here at United. I apologize for having to re-accommodate these customers. Our team is moving with a sense of urgency to work with authorities and conduct our own detailed review of what happened. We are also reaching out to this passenger to talk directly to him and further address and resolve this situation.”
But in an email circulated to employees Monday, Munoz opened with, “Like you, I was upset to see and hear what happened last night,” and wrote that "the facts and circumstances are still evolving, especially with respect to why this passenger defied Chicago Aviation Security Officers."
"While I deeply regret this situation arose, I also emphatically stand behind all of you, and I want to commend you for continuing to go above and beyond to ensure we fly right,” Munoz also wrote before including a brief summary of internal reports of the incidents. “I do, however, believe there are lessons we can learn from this experience, and we are taking a close look at the circumstances surrounding this incident. Treating our customers and each other with respect and dignity is at the core of who we are, and we must always remember this no matter how challenging the situation."
The United CEO added that the passenger at the center of the video, who said he was a doctor and had patients to see the following morning, was “disruptive and belligerent.” He said the airline “sought volunteers” before they followed an “involuntary denial of boarding process.”