United Airlines has announced measures to claw back some credibility following the overbooking fiasco, starting with full refunds for all passengers on Flight 3411.
They will be offered the cost of their tickets in cash, travel credits or frequent flyer points, said United spokeswoman Megan McCarthy.
Passenger David Dao, 69 was forcibly dragged off the plane by three Chicago police officers causing an international uproar and a PR disaster for United.
The Chicago Aviation Department suspended two more officers involved in the removal of Dao, and United CEO Oscar Munoz said law enforcement will no longer be called to remove a passenger in similar circumstances again.
In his most contrite language yet in an interview aired on ABC’s ‘Good Morning America’ Munoz said he felt ‘ashamed’ watching the video footage.
"This will never happen again on a United flight. That’s my promise,’ Munoz said.
He called it a ‘system failure’ on the airline’s part and will fully review procedures for seeking volunteers to give up their seats when flights are overbooked.
