United Airlines CEO Apologizes: ‘No One Should Ever Be Mistreated This Way’

April 11, 2017, 7:59 PM UTC

United Airlines CEO Oscar Munoz on Tuesday said the company takes “full responsibility” for the forcible removal of a passenger from one of its planes on Monday, saying “no one should ever be mistreated this way.”

The statement, which came after United stock dropped $1.4 billion, represented a slight shift in tone from an email Munoz sent to employees Monday night, in which he faulted the passenger for being “disruptive and belligerent.”

“The truly horrific event that occurred on this flight has elicited many responses from all of us: outrage, anger, disappointment. I share all of those sentiments, and one above all: my deepest apologies for what happened,” Munoz said in a letter to employees on Tuesday. “Like you, 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. No one should ever be mistreated this way.”

“I want you to know that we take full responsibility and we will work to make it right,” he added.

Munoz said the company now plans to review its policies for incentivizing volunteers in similar situations, handling oversold flights and partnering with airport authorities and local law enforcement officers.