“I continue to be disturbed by what happened on this flight, and I deeply apologize to the customer forcibly removed and to all the customers aboard,” Munoz said. “No one should ever be mistreated this way. It's never too late to do the right thing. I have committed … that we are going to fix what's broken so this never happens again.”
Munoz said the airline's review will look at crew movement, policies for incentivizing passengers to voluntarily give up their seats, how it handles oversold situations, and its partnerships with airport authorities and local law enforcement.
One of three
After Flight 3411 to
In a terse statement Monday, Munoz — named “Communicator of the Year” in March by PRWeek, a public relations industry publication — apologized for having to “re-accommodate” the passengers.
“It went from what seemed like being a really bad PR misstep to being a step on a landmine,” said
United's corporate communications team failed the airline, said
But Harteveldt expects the ramifications for United to be short-term, without a meaningful impact on revenue or profit, despite calls for a boycott.
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