United CEO Oscar Munoz sat down with Good Morning America for his first interview since a man was violently dragged off a United flight Sunday.
Munoz, who was forced to release a second apology when his first came under fire for being insensitive, said he felt "ashamed" when he watched the viral videos of passenger David Dao being forcibly removed from the flight.
"You saw us at a bad moment," he said. "This can never - will never - happen again." ABC News' Rebecca Jarvis asked him why it took so long for him to offer a more heartfelt apology.
"I think my first reaction to most issues is to get the facts and circumstances," replied Munoz. "My initial words fell short of truly expressing what we were feeling." He added that the "shame and embarrassment was pretty palpable" for him and his coworkers.
The victim, Dao, told WLKY he's recovering in a Chicago hospital. He said he was not doing well and when the outlet asked what his injuries were he said "everything." The 69-year-old father of four is a doctor who reportedly refused to get off the overbooked flight when he was randomly selected because he had patients to see Monday morning.
Munoz said he plans to take a look at how United uses law enforcement on planes after seeing how Dao was forcibly removed, causing him to hit his head and bleed from his mouth.
"It was a system failure," said the CEO. "We have not provided our front line supervisors and managers and individuals with the proper procedures that allow them to use their common sense. They all have an incredible amount of common sense and this issue could have been solved by that. That's on me; I have to fix that, and I think that's something we can do."
He said that going forward United will not put law enforcement officials on planes in order to remove a "booked, paid, seated passenger."
Munoz said he has repeatedly reached out to Dao but has had no response.
"The family of Dr. Dao wants the world to know that they are very appreciative of the outpouring of prayers, concern and support they have received," Dao family attorney Stephen Golan said. "Currently, they are focused only on Dr. Dao's medical care and treatment."
"No one should be treated that way," said Munoz when asked if he thought Dao was at all at fault. "Period."