United CEO Oscar Munoz talks about passenger removal controversy

"This will never happen again", Munoz told ABC's Rebecca Jarvis. "The expression of apology, and specific to the folks I mentioned before, is an important part of a conversation like this, because, again, that shame and embarrassment was pretty palpable for me and for a lot of our family", he said. Dao was forcibly removed and injured after boarding a United Airlines flight out of Chicago. "We can't do that". United customers at O'Hare reacted Wednesday to the promised changes. "That is not who our family at United is", Munoz said.

Chicago Aviation Commissioner Ginger Evans will also speak.

Fearns was already in his seat waiting to take off when he says a flight attendant told him he had to get out of first class because that cabin was full and someone else, identified as a "high-priority passenger", was being given his place.

It was at least Munoz's fourth statement about the confrontation. "I hope they resolve the problem", said traveler.

Hours later on Monday, his tone turned defensive.

By Tuesday afternoon, nearly two days after the Sunday evening events in Chicago, Munoz issued another apology. Dao, a physician specializing in pulmonary disease, lives in Elizabethtown, Kentucky.

The doctor's lawyer, Thomas Demetrio, said his client was still in a Chicago hospital last night being treated for his injuries.

Munoz said he and his team have been unsuccessful in their attempts to reach out to Dao.

He said the family "wants the world to know that they are very appreciative of the outpouring of prayers, concern and support they have received". "I am not going", Dao said. The department announced Wednesday that two more officers have been placed on leave.

Munoz also discussed altering the policies that offer compensation to entice volunteers to leave overbooked flights after seating to "allow for a little bit more common sense".

When too few volunteers came forward, law enforcement was tasked to select random passengers and force them off the plane.

The officer dragging Dao has been suspended while the city's department of aviation investigates.

Video taken by passengers shows the man screaming while being dragged by police officers down the aisles where he ends up bloodied and bruised.

Other passengers on Flight 3411 are heard saying, "Please, my God", "What are you doing?" And you saw us at a bad moment.

  • Larry Hoffman