Every passenger on the United Airlines plane from which a man was forcibly removed will get their money back.
In rule 25, which lays out why passengers can be denied boarding, airline staff are required to go through a list of procedures to deal with overbooking.
"That is not who our family at United is", Munoz said.
"Like you, I continue to be disturbed by what happened on this flight, and I deeply apologize to the customer forcibly removed and to all the customers aboard", Munoz said.
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"We are not going to put a law enforcement official to take them off there", Munoz said. "We can't do that". He also promised that United will never again use law enforcement to remove a passenger in a similar situation.
Seeking to appease passengers, United Airlines has announced they will refund tickets for all customers present on the chaotic flight.
The extraordinary move comes following an extraordinary event. The company is struggling with the public relations fallout from its violent removal of one of its passengers.
On Chinese social media, the incident attracted the attention of more than 480 million users on Weibo, China's Twitter-like platform.
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". In a subsequent letter to employees, the CEO called the customer "disruptive" and "belligerent".
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It wasn't until Tuesday that Munoz was more contrite.
Munoz apologized on Tuesday, calling the episode "truly horrific", and pledged a full review by April 30. "No one should be treated that way", he said.
No lawsuit has been filed, but the legal team has already taken a move in that direction by filing court papers asking that the airline and the city preserve evidence in the case. Emirates has targeted the CEO, Oscar Munoz, directly by using a quote from last month against him -Munoz said that Persian Gulf-based airlines "aren't airlines" while criticizing the substantial subsidies they receive from their governments.
Chicago Aviation Commissioner Ginger Evans will also speak. Never mind that one of the passengers was manhandled and bloodied by airport police, acting at the behest of United personnel, after he declined to be "re-accommodated" by giving up his reserved, paid-for seat.
How many times in the previous year has United Airlines removed a passenger that has already boarded a plane due to overbooking or other reasons outside the customer's control?
The event stemmed from a common air travel issue - a full flight. Passengers were told, after everyone had boarded, that space had to be made for four crew members who needed to make it to another flight to prevent that flight from being canceled.When no one volunteered, despite an offer of $800, United chose four people randomly to de-board.
Four passengers were selected at random to give up their seats.
After Dr Dao claimed he had to get home because he had patients to see in the morning, police then proceeded to rip him from his seat before dragging him from the aircraft in front of horrified passengers. He refused to leave. When he refused to leave his seat, three security officers dragged him out by his arms.
"We would ask, in the context of the president's efforts at regulatory reform to improve the lives of our citizens, that you consider the immediate suspension of this overbooking authority until a thorough review can be done by your department", Christie wrote.