Free Advice for United CEO Oscar Munoz

Embattled airline United has made a further move to smooth things over following the violent removal of a passenger, by offering refunds to all those on the flight.

That's the Chicago-to-Louisville flight in which a 69-year-old man was dragged off the plane by airport police officers because he didn't want to give up his seat.

The airline announced Wednesday it is "reaching out" to customers on the United Flight 3411 and "offering compensation for their flights".

Asked what went wrong during the incident, Munoz said, "It was a system failure". "And you saw us at a bad moment and this could never - will never happen again on a United Airlines flight".

The announcement about compensating passengers came the same day United CEO Oscar Munoz apologized on national television for the airline's role in the incident. One of these passengers refused, and the airline's security aggressively pulled him out of his seat and dragged him through the aisle and off the plane.

"My initial words fell short of truly expressing what we were feeling", he said. Authorities were then called, who violently removed Dao from the plane, slamming his head into the armrest in the process. Attorneys for Dao have filed court documents requesting all video, audio, reports and personnel files of the officers be preserved presumably for possible future litigation. The security officers have been placed on leave, according to the Chicago Department of Aviation. "That's my promise", Munoz said, after more than two days of criticism for his reserved responses.

He also told the ABC that he had no plans to resign over the incident and profusely apologised to Dr Dao, his family, passengers and United customers. But the United chief said he's staying put.

Dao was on a full jet at O'Hare Airport that was scheduled to fly to Louisville, Kentucky, on Sunday night when he and three other passengers were ordered off to make room for some employees of a partner airline.

No one volunteered, despite United's offers of up to $800.

Speaking of his employees, Munoz said: "They all have an incredible amount of common sense, and this issue could have been solved by that".

As of Tuesday, the doctor was still recovering at a Chicago hospital.

  • Larry Hoffman