Two More Officers In United Passenger Removal Placed On Leave

Gladys Abbott
April 21, 2017

Munoz called the embarrassment a "system failure", saying United will review its policies for seeking volunteers to give up their seats when a flight is full.

David Dao, a Kentucky physician, was dragged off a United plane in Chicago on Sunday evening, and video of him being removed has gone viral. That is not who our family at United is, and he saw us at a bad moment.

United was trying to find seats for four employees, meaning it wanted four passengers to leave the plane.

Tuesday night, Munoz issued a second statement apologizing for the incident, in which Dao was dragged down the aisle of a flight, after United's first apology added more fuel to the backlash.

"My initial words fell short of truly expressing the shame", he told ABC News. "That's something I've learned from".

That isn't to say Munoz hasn't apologized before.

The video was shot by Joya Cummings, one of the passengers sitting directly behind the man, David Dao. At one point, passengers said, Dao hit his head on an armrest.

On Wednesday, he said United did not give its managers "the proper tools, policies, procedures" they needed to use "common sense".

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"We are not going to put a law enforcement official to take them off there", Munoz said. "To remove a booked, paid, seated passenger".

"The last thing a paying airline passenger should expect is a physical altercation with law enforcement personnel after boarding", said the committee members, two Republicans and two Democrats.

"This can never, will never happen again", he said. They could avail it in the form of cash, travel credits or miles.

Back in San Antonio, the other Oscar Munoz has been getting dozens of emails about it from angry people. United customers at O'Hare reacted Wednesday to the promised changes.

"I was anxious about what a physical altercation would entail with us sitting directly behind him and if the officers were armed in a tiny, confined space", she said. They care about their customers.

After the video first emerged, he said the airline was reaching out to the man to "resolve this situation". "The real question is, at what point did the airline think this is no longer their problem and turns this over to the police?"

Officers could have asked themselves whether the airline had an option to reconsider its actions, said Chuck Wexler, executive director of the Police Executive Research Forum, a group that has called for greater restraint from police officers.

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