United’s Munoz issues full apology for bumped passenger incident

Just hours after commending employees and saying they followed proper procedure, United Airlines’ CE has issued a full apology for the incident in which a bumped passenger was violently dragged off an aircraft. In his apology, Oscar Munoz calls the incident “truly horrific,” apologizes to the passenger and promises a full review of United’s procedures for handling customers on oversold flights. “We are going to fix what’s broken,” he said, promising to communicate results of the review by April 30. Whether this will be enough to calm the situation is not yet clear. The incident could have an impact beyond United; there are calls by US consumer advocates for congressional hearings in an environment that is already suspicious of US airline consolidation and revenue-raising business strategies. <br/>