There's what United says...and then there's what United does.
In response to several videos showing a customer being tackled face-first into an armrest and then dragged off the plane, United's CEO, Oscar Munoz, made the following statement:
"This is an upsetting event to all of us here at United. I apologize for having to re-accommodate these customers. Our team is moving with a sense of urgency to work with authorities and conduct our own detailed review of what happened."
You do your review, but the review of public opinion is out, Munoz. You and United messed up. Big time. Nothing short of a public apology and first class flights for life on an airline of this passenger's choice will suffice to assuage public outrage over the way you treated a paying customer on your airline. Shame on you. You all should be ashamed of yourselves.
You made the mistake and overbooked the flight. You didn't reasonably compensate anyone to incentivise them to give up their seat because you messed up. You "volunteered" paying customers to be inconvenienced for your mistake. You physically assaulted a passenger because he has an important job to do and doesn't have time for your monkey business. You didn't immediately admit to doing anything wrong. Not even a little.
I'll never fly United again. I hope others think twice, too.
Share this video and let's hold United's feet to the fire to make sure they do what's right for this customer. Their behavior is unacceptable. Just watch their latest promo video juxtaposed with how this passenger was treated. Man up, United, and do the right thing.
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