WATCH: EXCLUSIVE: “This will never happen again on a United Airlines flight.” One-on-one with United CEO: https://t.co/O8mEgtlCia pic.twitter.com/TUPchOCNFU
— Good Morning America (@GMA) April 12, 2017
After several videos and images of a United Airlines passenger being forcibly removed from his seat by airport security went viral on Monday, the company practically did everything it could to top the (free) bad publicity with a massive public relations SNAFU. From a company-wide letter written by United CEO Oscar Munoz that essentially blamed the passenger for the whole affair, to Munoz’s public apology for the “truly horrific event” a full day later, the airline’s immediate future isn’t looking too bright. Hence why Munoz continued his apology tour with an exclusive interview with ABC News, which aired on Wednesday’s Good Morning America.
“It’s not so much what I though. It’s what I felt,” Munoz began when asked about his first impression of the viral video. “The word ‘ashamed’ comes to mind. As I think about our business and our people, the first thing I think is important to say is to apologize to Dr. Dao, his family, the passengers on that flight, our customers, our employees. That is not who our family at United is, and you saw us at a bad moment. This can never, will never happen again on a United Airlines flight. That’s my premise, and that’s my promise.”
As heartfelt as Munoz’s talking points were, however, ABC News correspondent Rebecca Jarvis was quick to ask why the United CEO hadn’t expressed similar sentiments in his first apology — let alone the internal company letter that leaked. “My first reaction to most issues is to get the facts and circumstances,” Munoz pivoted. “My initial words fell short of truly expressing what we were feeling, and that’s something that I’ve learned from. The expression of apology… is an important part of a conversation like this.”
Whether or not Munoz’s difficult lesson will provide solace to David Dao, who according to his family’s legal team is “undergoing treatment for his injuries” at a Chicago hospital, remains to be seen. Especially since, as Dao told a Kentucky CBS affiliate on Tuesday, “everything” hurts.
You can watch Munoz’s full interview with ABC News below.
(Via ABC News)