United Airlines CEO on Man Being Forcibly Removed from Plane: This ‘Will Never Happen Again’

[excerpt JARVIS Oscar this ░░░░░░░░ has sparked outrage around ░░░░░░░░ world There are calls ░░░░░░░░ morning to boycott your ░░░░░░░░ What did you think ░░░░░░░░ you saw that video ░░░░░░░░ a man being dragged ░░░░░░░░ of one of your ░░░░░░░░ MUNOZ Good morning and ░░░░░░░░ you for having me ░░░░░░░░ s not so much ░░░░░░░░ I thought it s ░░░░░░░░ I felt Probably the ░░░░░░░░ shame comes to mind ░░░░░░░░ know as I think ░░░░░░░░ our business and our ░░░░░░░░ the first thing I ░░░░░░░░ is important to say ░░░░░░░░ to apologize to Dr ░░░░░░░░ his family the passengers ░░░░░░░░ that flight our customers ░░░░░░░░ employees that is not ░░░░░░░░ our family at United ░░░░░░░░ And you saw us ░░░░░░░░ a bad moment and ░░░░░░░░ could never it will ░░░░░░░░ happen again on a ░░░░░░░░ Airlines flight That s ░░░░░░░░ premise and that s ░░░░░░░░ promise JARVIS Why not ░░░░░░░░ that shame as you ░░░░░░░░ it initially in your ░░░░░░░░ apology in your initial ░░░░░░░░ you apologized for re ░░░░░░░░ passengers And in your ░░░░░░░░ notes to your employees ░░░░░░░░ talked about a belligerent ░░░░░░░░ disruptive passenger Why did ░░░░░░░░ take until Tuesday to ░░░░░░░░ a more full hearted ░░░░░░░░ MUNOZ I think my ░░░░░░░░ reaction to most issues ░░░░░░░░ to get the facts ░░░░░░░░ circumstances And the initial ░░░░░░░░ initial words fell short ░░░░░░░░ truly expressing what we ░░░░░░░░ feeling And that s ░░░░░░░░ that I ve learned ░░░░░░░░ The expression of apology ░░░░░░░░ specific to folks I ░░░░░░░░ before is an important ░░░░░░░░ of a conversation like ░░░░░░░░ because again that shame ░░░░░░░░ embarrassment was pretty palpable ░░░░░░░░ me and for a ░░░░░░░░ of our family JARVIS ░░░░░░░░ said this will never ░░░░░░░░ again What will you ░░░░░░░░ doing to ensure that ░░░░░░░░ MUNOZ Well as I ░░░░░░░░ I ve outlined in ░░░░░░░░ of my messaging is ░░░░░░░░ around reviewing a fairly ░░░░░░░░ and thorough review of ░░░░░░░░ lot of our policies ░░░░░░░░ support this Specifically if ░░░░░░░░ were to be here ░░░░░░░░ as I am I ░░░░░░░░ tell you that the ░░░░░░░░ of law enforcement aboard ░░░░░░░░ aircraft has to be ░░░░░░░░ at very carefully They ░░░░░░░░ clearly there for the ░░░░░░░░ of safety and we ░░░░░░░░ to make sure that ░░░░░░░░ protect us but for ░░░░░░░░ reasons I think that ░░░░░░░░ a policy we have ░░░░░░░░ absolutely relook at JARVIS ░░░░░░░░ went wrong in this ░░░░░░░░ MUNOZ It was a ░░░░░░░░ failure We have not ░░░░░░░░ our front line supervisors ░░░░░░░░ managers and individuals with ░░░░░░░░ proper tools policies procedures ░░░░░░░░ allow them to use ░░░░░░░░ common sense They all ░░░░░░░░ an incredible amount of ░░░░░░░░ sense and this issue ░░░░░░░░ have been solved by ░░░░░░░░ That s on me ░░░░░░░░ have to fix that ░░░░░░░░ I think that s ░░░░░░░░ that we can do.”