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20 April 2017, 08:24 | Melissa Porter
United boss Oscar Munoz faced calls to quit after a video emerged of David Dao being wrenched from his seat to make room for crew members on the flight from Chicago on April 10.
Dao lost two teeth and suffered a concussion and broken nose during the incident, his lawyer, Thomas Demetrio, said.
"We've always thought to repay our customers" trust with the highest quality of service and deepest level of respect and dignity, ' Munoz said.
No United employee will be disciplined but that is a different story for the three Chicago police officers involved. It's a potential travel sacrifice for the IT auditor, who lives in Indianapolis and flies United.
On a conference call to discuss those results, Munoz started by apologizing again for the April 9 scene on a United Express plane at Chicago's O'Hare airport. On Tuesday, he was asked if the company ever considered firing anyone.
Munoz said that the response to a letter that the CEO sent to a group of United's "most loyal customers" was positive.
In particular, Mr Apfel believes that the incident should prompt airlines to re-examine their policies and procedures around overbooking flights, as has been called for by several politicians in the wake of the incident.
The CEO and other United Airlines executives had comments and took questions Tuesday from reporters about the passenger incident on a plane last week. "The buck stops here".
Shares in United's owner, United Continental Holdings Inc, were hammered, dropping 4 percent last week to close at $69 on Thursday, reducing the company's market cap by $770 million to $21.5 billion.
Aviation Expert Defends United: Passenger Didn't Have Right To Stay On Plane: VIDEO: The airline was in "an impossible spot" and handled the situation as best it could, a DePaul transportation professor says. The airline will also require crews to be onboard flights at least 60 minutes before departure.
"The incident has been a humbling learning experience for all of us here at United", he said.
Dr David Dao sustained a number of injuries during the incident.
He says the airline will have more to say later this month after it finishes a review of its policies on overbooked flights. You don't fight them just because you don't want to obey the laws.
The incident provoked tweets not only in the US but also in China, where it was apparently viewed by some as signaling anti-Asian bias.