United Airlines CEO Oscar Munoz has apologised for the violent removal of a 69-year old doctor onboard a flight to Chicago from Louisville, Kentucky in the United States yesterday.
"My deepest apologies for what happened...No one should ever be mistreated this way," says Munoz in a letter on the company's website. "I want you to know that we take full responsibility and we will work to make it right."
Munoz has also ordered a review of the procedures that led to the passenger's removal, "to fix what's broken so this never happens again."
"This will include a thorough review of crew movement, our policies for incentivising volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement. We'll communicate the results of our review by April 30th," the statement added.
In trading yesterday, United lost $255 million of its value over the course of the day. At one point it was set to lose over $650 million before stocks recovered.
Meanwhile, the passenger, named David Dao, is in consultation with lawyers presumably about suing United Airlines for the incident which resulted in him hitting his head on an armrest, bleeding profusely from the mouth and being dragged across the aisle while incapacitated.
Dao is reportedly receiving treatment in a Chicago hospital. “Everything” was injured, he said in an interview with cable channel WLKY, adding that he was not doing well.