United Airlines CEO refuses to resign, apologises again

United Airlines CEO Oscar Munoz said the company will cease using police officers to remove passengers from an overbooked flight following the forceful removal of Dr. David Dao in Chicago on Sunday.

Munoz vowed this "will never happen again on a United flight" and that law enforcement won't be involved in future.

"It was a system failure", he said.

The passenger, David Dao of Elizabethtown, Kentucky, is a 69-year-old doctor who is now undergoing treatment for his injuries, ABC reported.

After the incident, Dao remains hospitalized at a Chicago area medical facility, according to his lawyers.

United said in a statement that it needed room on the aircraft to transfer crew for another flight and that it offered $1,000 to customers to give up their seats.

Now, the CEO tells ABC News his statement didn't go far enough.

In an interview with ABC News' Good Morning America, Mr Munoz said he was immediately filled with "palpable" shame and embarrassment at the incident - and voiced remorse for not "truly expressing what we were feeling" in his initial apology.

Munoz also said the airline needs to give its employees more latitude to be flexible in trying to resolve situations like the one on the Sunday flight without resorting to calling in law enforcement.

Of the four people, Dao was the only one who refused to comply, which triggered a call to airport police. While the passenger was taken off the flight another video emerged which showed the man back onto the jet with a bloodied face. This, the airline said, was in accordance with the airline's contract of carriage.

Over the weekend, United wanted four employees to get on a full flight from Chicago to Louisville so that they could work on a later flight.

Dao filed an emergency "bill of discovery" against United and the city of Chicago to keep all video, cockpit recordings and other reports from the flight, as well as the personnel files of the aviation department officers who pulled Dao off the plane. But for many, it is a case of too little, too late for many, including members of U.S. House of Representatives and the Senate, who have called for an official hearing with respect to the incident.

Munoz said he doesn't think Dao was at fault in the incident.

United Airlines spokeswoman Megan McCarthy said the passengers can take the compensation in cash, travel credits or miles.

  • Zachary Reyes