United Airlines CEO Oscar Munoz says he felt "ashamed" watching video of a passenger being dragged off a United Express flight and has promised to review the airline's passenger removal policy.
In an interview with ABC's "Good Morning America" aired Wednesday, Munoz apologized to Dr. David Dao of Elizabethtown, Kentucky, his family and the other passengers who witnessed him being forcibly removed from the plane.
Munoz vowed this "will never happen again on a United flight" and that law enforcement won't be involved in future.
Munoz called the embarrassment a "system failure," saying United will review its policies for seeking volunteers to give up their seats when a flight is full. United was trying to find seats for four employees, meaning four passengers had to deplane.
It was the CEO's first on-camera interview since the video went viral.
United Airlines CEO Oscar Munoz, seen in March, apologized for "having to re-accommodate" passengers on an overbooked flight. (Photo: Andrew Harrer/Bloomberg via Getty Images)
On Monday, he tweeted an apology for having to "re-accommodate" customers. His choice of terminology was met with widespread public mocking.
A day later, he issued another apology over the incident, describing it as "truly horrific" and vowing to make changes at the airline.
In a memo to staff, Munoz had defended his staff's actions in dealing with a "disruptive and belligerent" passenger. But in Wednesday's interview, Munoz said Dao was not at fault and that "no one should be treated that way."
United's stock dropped on Tuesday as anger spread over social media over both the incident and how the airline handled the fallout.
With files from The Huffington Post Canada