United CEO blames ‘system failure’ for Dao dragging, expresses condolences for giant rabbit death
United CEO Oscar Munoz said the violent removal of a passenger earlier this month was a “system failure” and that the company was sorry for the death of a giant rabbit that died following a flight this week.
In an interview Thursday with NBC News, Munoz said that the company would increase its offered compensation for people to give up their seats, improve training for employees and reduce the number of overbookings. United has been facing a public relations nightmare after videos of airport security personnel dragging 69-year-old David Dao off an overbooked flight went viral earlier this month. Munoz apologized to Dao after initially saying the passenger had been “belligerent” and “disruptive” in an email to employees.
“The operational mindset becomes front and center, and we forget sometimes that the people you’re carrying are human and have interests and have desires,” said Munoz. “Connecting people, simple words, what they mean is connecting you to the things that are important to you, regardless of where you’re sitting.”
Thomas Demetrio, Dao’s attorney, released a statement Thursday applauding United’s actions and changes. Demetrio said in an interview Monday that he wasn’t interested in his client receiving an in-person apology from Munoz.
Munoz also expressed his condolences for the death of Simon, a valuable oversize rabbit that died following a United flight from London to Chicago earlier this week.
“We are deeply sorry for the loss of anything, from your luggage to, of course, a loved pet,” Munoz said when asked about the death.
A spokesman from United said that the rabbit was in good condition following the flight and his arrival at the Chicago facility.
“Simon had a vet’s checkup three hours before the flight and was fit as a fiddle,” said Simon’s breeder, Annette Edwards, in an interview with the Sun. “Something very strange has happened and I want to know what.”
