The caught-on-camera incident that took place on Sunday night in Chicago quickly sparked outrage, and United shares have plunged in the aftermath.
Munoz issued an apology Tuesday afternoon taking full responsibility for the incident, along with a pledge to “make it right.”
“The truly horrific event that occurred on this flight has elicited many responses from all of us: outrage, anger, disappointment. I share all of those sentiments, and one above all: my deepest apologies for what happened,” read the statement from Munoz.
“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. No one should ever be mistreated this way,” said Munoz.
A review of the incident is underway, Munoz said, that will include how the airline will handle oversold flights in the future. The results of the review will be made public by the end of the month.
“I promise you we will do better.”
This is the third statement from Munoz on the matter. On Monday afternoon, he issued a public statement apologizing for having to “re-accommodate” the customer.
An internal memo sent to staff Monday night was less apologetic, with Munoz stating the “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.”
Munoz also described the passenger, who the Associated Press reported is a 69-year-old doctor, to have been “disruptive and belligerent” toward staff as they insisted he leave the plane.