United Airlines CEO Oscar Munoz has sent a letter of support to his staff after a man was dragged off the flight at Chicago O’Hare International Airport. The incident caused much outrage after a video of the same was uploaded by passengers.
The full text of the email sent by Munoz to his company employees was leaked to the press. Here is the full text:
“Dear Team,
Like you, I was upset to see and hear about what happened last night aboard United Express Flight 3411 headed from Chicago to Louisville.
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While the facts and circumstances are still evolving, especially with respect to why this customer defied Chicago Aviation Security Officers the way he did, to give you a clearer picture of what transpired, I’ve included below a recap from the preliminary reports filed by our employees.
As you will read, this situation was unfortunately compounded when one of the passengers we politely asked to deplane refused and it became necessary to contact Chicago Aviation Security Officers to help.
Our employees followed established procedures for dealing with situations like this. While I deeply regret this situation arose, I also emphatically stand behind all of you, and I want to commend you for continuing to go above and beyond to ensure we fly right.
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I do, however, believe there are lessons we can learn from this experience, and we are taking a close look at the circumstances surrounding this incident. Treating our customers and each other with respect and dignity is at the core of who we are, and we must always remember this no matter how challenging the situation.
Oscar”
And then Twitter exploded:
Absolutely untethered from reality. Again
Amazing. https://t.co/KC6rpf8fCL— shrill 🇺🇸🌲🏀 (@theshrillest) April 10, 2017
an airline shouldn't use the phrase "left with no choice" unless you're landing on the Hudson or your crash survivors turned to cannibalism
— Matt Pearce (@mattdpearce) April 10, 2017
Amazing to see the CEO OF UNITED AIRLINES adopt the same "our hands are tied, nothing we can do" tone of a beleaguered gate agent.
— Jon Lovett (@jonlovett) April 11, 2017