The CEO of United Airlines, Oscar Munoz said that the forcible removal of David Dao, a passenger who had been travelling on board a flight of this airliner was a ‘mistake of epic proportions’, in a statement admitting the fact before US politicians.
Ina hearing of the transportation committee of the House of Representatives in Washington DC, he mentioned that the incident is actually a turning point for United and for its 87,000 professionals.
He added that it is his mission to make sure that United makes the requisite alterations necessary to offer its customers the superior form of service and deepest respect, while admitting that the removal of the passenger forcibly was a grave mistake.
David Dao was treated in a unique manner, he felt and no other customer should be treated in a similar manner adding that the experience was ‘terrible’.
Mr. Dao was waiting to fly to Louisville, Kentucky on 9th April when the airline decided that it required four seats on his flight for Republic Airline crew members had to work on a flight of United in Louisville the next morning. When Mr. Dao and his wife were asked to exit the flight, he refused to do so and thereafter was dragged off the flight.
Consequently, he suffered injuries and his attorneys have stated that he was left with a concussion, broken nose and lost teeth.
A video of the incident triggered widespread criticism and mockery of the airliner in social media platforms and also in the mainstream media. Initially, Mr. Munoz blamed Mr. Dao, but later he apologized and said that it was a failure on the end of United Airlines.
The attorney of Mr. Dao had appreciated the airline and also Munoz for accepting the responsibility for the incident.
Munoz has also stated that United has promised to minimize overbooking and would work to raise up to $10,000 that is the limit on payments to customers who give up their seats on oversold flights.