Apparently someone at United finally convinced the CEO that he was committing brand genocide. After defending his company’s actions in the recent violent removal of a passenger, Chairman Oscar Munoz has issued a statement contradicting most of what he’s been saying for the last day.
I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way.
The CEO has promised a “complete review” of the incident and a public report of that review by April 30.
Munoz complete statement can be read here.