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The chief executive of United Airlines has tendered an apology for the incident in which a passenger was dragged off an overbooked flight.
This comes after a torrent of criticism of the carrier’s action, with even The White House terming the incident as ‘troubling’.
CEO Oscar Munoz also promised a thorough review of the airline’s practices.
In images now seen around the world, a passenger was forcefully removed and bloodied in the process -- the entire event captured on video by passengers and posted on social media.
The passenger, 69-year-old Dr David Dao, had refused to be ‘bumped’ from the overbooked flight -- an airline practice that has come under increased scrutiny since the incident.
Terming the incident ‘unfortunate’, White House press secretary Sean Spicer said, “Clearly, when you watch the video, it is troubling to see how that was handled.”
Asked whether the government should investigate, Spicer said he didn't think it was necessary yet.
The US Transportation Department, however, has said it would review the airline’s actions.
‘I continue to be disturbed by what happened on this flight and I deeply apologise to the customer forcibly removed and to all the customers aboard,’ Munoz said.
‘I want you to know that we take full responsibility and we will work to make it right,’ he said.
The comments are in stark contrast to the company’s initial response, in which it seemed to at least partially blame the passenger, inflaming worldwide outrage.
The American media published an email Munoz sent earlier to employees, in which he said the passenger ‘defied’ authorities and ‘compounded’ the incident.
An attorney for Dao’s family said he is in a Chicago hospital getting treated for his injuries.
A placard shown by a protester at O'Hare International Airport in Chicago after a passenger was forcibly removed from a United Airlines flight. Photorgaph: Kamil Krzaczynski/Reuters