I’ve stood by embattled United CEO Oscar Munoz throughout the passenger dragging incident saga, but one issue puzzles me–who is telling the truth on reaching out to Dr. Dao?
Earlier today I wrote about the elaborate press conference staged by Dr. Dao’s two attorneys. In it, they mention that Munoz has never reached out to Dao. That is contrary to Munoz’s claim on Good Morning America that he has personally reached out to Dao.
But just after the press conference, United released its fourth statement on the incident–
We continue to express our sincerest apology to Dr. Dao. We cannot stress enough that we remain steadfast in our commitment to make this right.
This horrible situation has provided a harsh learning experience from which we will take immediate, concrete action. We have committed to our customers and our employees that we are going to fix what’s broken so this never happens again.
First, we are committing that United will not ask law enforcement officers to remove passengers from our flights unless it is a matter of safety and security. Second, we’ve started a thorough review of policies that govern crew movement, incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement. Third, we will fully review and improve our training programs to ensure our employees are prepared and empowered to put our customers first. Our values – not just systems – will guide everything we do. We’ll communicate the results of our review and the actions we will take by April 30.
United CEO Oscar Munoz and the company called Dr. Dao on numerous occasions to express our heartfelt and deepest apologies.
Note the last sentence, wholly at odds with what is coming from the Dao Camp.
Perhaps every call has gone to voice mail or maybe United was calling the wrong number. But it seems to me that one side is lying. And though it is just a small issue in the larger scheme, if Munoz did lie about this I will withdraw my defense of him.