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  • UNITED AIRLINES CEO OSCAR MUNOZ IS APOLOGIZING AFTER HE RELEASED

  • A LETTER TO ALL OF HIS EMPLOYEES, ESSENTIALLY CALLING

  • THE PASSENGER WHO WAS DRAGGED OFF THE PLANE DISRUPTIVE AND

  • BELLIGERENT.

  • THIS IS THE STORY INVOLVING A MAN WHO WAS LITERALLY

  • FORCED OFF A PLANE, AND HIS FACE WAS BLOODIED AS A RESULT,

  • BECAUSE UNITED OVERBOOKED THE FLIGHT, AND THEN HAD TO

  • CHOOSE PEOPLE AT RANDOM TO TAKE OFF THE FIGHT BECAUSE NO

  • ONE WAS WILLING TO GIVE UP THEIR SEAT.

  • THEY HAD TO MAKE ROOM FOR FOUR OF THEIR EMPLOYEES, AND THAT'S

  • THE REASON WHY FOUR PEOPLE HAD TO TAKE IT OFF THE FLIGHT.

  • FOR ANYONE WHO MISSED THE VIDEO, I THINK IT SUPPORTED TO SHOW YOU

  • WHAT HAPPENED, TO UNDERSTAND THE SEVERITY OF IT AND WHY SO

  • MEDIEVAL ARE ENRAGED.

  • I ACTUALLY HATE ñ WHY SO MANY PEOPLE ARE ENRAGED.

  • I HATE WATCHING THIS, BUT THAT'S YOUR WARNING.

  • CAN'T THEY RENT A CAR?

  • [SCREAMING]

  • NO!

  • OH MY GOD.

  • OH, MY GOD.

  • NO!

  • HEY HEY HEY.

  • GUYS, MY GOD, WHAT ARE YOU DOING?

  • THIS IS WRONG, MY GOD, LOOK AT WHAT YOU ARE DOING TO HIM.

  • OH MY GOD.

  • PEOPLE WERE UNDERSTANDABLY UPSET AFTER SEEING THAT VIDEO, AND YOU

  • WOULD THINK THAT UNITED WOULD HAVE A MORE APOLOGETIC TONE

  • IN RESPONSE TO THIS CONTROVERSY, BUT THAT IS NOT WHAT HAPPENED.

  • SO, OSCAR MUNOZ, THE CEO OF UNITED, SENT THIS LETTER

  • OUT TO ALL EMPLOYEES: "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.

  • OUR EMPLOYEES FOLLOWED ESTABLISHED PROCEDURES FOR

  • DEALING WITH SITUATIONS LIKE THIS.

  • WHILE I DEEPLY REGRET THIS SITUATION AROSE, I ALSO

  • INFALLIBLY STAND BEHIND ALL OF YOU, AND I WANT TO COMMEND YOU

  • FOR CONTINUING TO GO ABOVE AND BEYOND TO ENSURE WE FLY RIGHT."

  • SO, TO ME, THAT SHOWS A CERTAIN LEVEL OF UNAPOLOGETIC

  • BEHAVIOR AND DEFIANCE THAT I THINK IS UNACCEPTABLE.

  • THIS GUYS FACE WAS BLOODIED BECAUSE YOU CALLED AVIATION

  • OFFICIALS TO DRAG HIM OFF THE PLANE, AND IT WAS YOUR BAD.

  • YOU GUYS OVERBOOKED THE FLIGHTS, AND YOU HAVE A POLICY OF

  • OVERBOOKING FLIGHTS.

  • ALL AIRLINES DO IT, BUT YOU ARE STILL MAKING YOUR MONEY,

  • YOU STILL SOLD THAT TICKET, WHY DO YOU HAVE TO MAKE EVEN

  • MORE MONEY?

  • DOUBLE THE MONEY ON ONE SEAT, WHICH DRIVES ME INSANE.

  • MUNOZ ADDED THAT WHEN CREWMEMBERS FIRST

  • APPROACHED BASINGER TO TELL HIM TO LEAVE, HE RAISED HIS

  • VOICE AND REFUSED TO COMPLY, AND EACH TIME HE ASKED HE

  • REFUSED AND BECAME MORE AND MORE DISRUPTIVE AND BELLIGERENT.

  • OKAY, HERE'S THE THING: FLYING, AND I'VE SAID THIS BEFORE BUT I

  • WANT TO REPEAT AND FSIS THIS, FLYING, AND PAYING FOR A TICKET,

  • WHICH COSTS HUNDREDS OF DOLLARS IN SOME CASES, IN OTHER CASES

  • THOUSANDS OF DOLLARS, IT'S LIKE THE ONE THING WHERE YOU CAN PAY

  • FOR A SERVICE AND YOU ARE NOT GUARANTEED THAT SERVICE.

  • ON ACCEPTABLE.

  • AND THE WAY THAT THE CEO RESPONDED, EVEN MORE ON

  • ACCEPTABLE.

  • SO, HE GOT A LOT OF HEAT FOR THIS BUT I WANT YOU GUYS

  • CHIME IN BEFORE I GIVE YOU HIS FOLLOW-UP TO THIS LETTER.

  • I KIND OF GET WHY OSCAR MUNOZ

  • DID THIS, ICELAND EARLIER TODAY,

  • THE REASON WHY HE PUT OUT A STATEMENT LIKE THAT, AND THE

  • REASON WHY UNITED ORIGINALLY TWEETED OUT TO THE PUBLIC, WE

  • ARE REALLY SORRY FOR OVER BOOKING THE FLIGHT, WHAT THEY

  • ARE DOING THERE IS TRY TO SPLIT RESPONSIBILITY AWAY FROM THEM,

  • AND ONTO THE CHICAGO AVIATION POLICE, WHICH DEFINITELY SHOULD

  • BEAR A CERTAIN LEVEL OF THE PROBLEM.

  • BUT WHAT THEY ARE DOING IS, WITHOUT LITERALLY GOING OUT AND

  • SAYING THIS IS THE CHICAGO PLEASED PROVINCE FALLS, IT'S NOT

  • OUR FAULT, WE JUST OVERBOOKED THE FLIGHT, SORRY NOT SORRY;

  • WHEREAS ñ LIKE, IT'S THEIR FAULT AS WELL ñ

  • THEY ARE ALLUDING TO THAT BY OMISSION, BECAUSE THEY SAY

  • ALL THE FLIGHT STAFF FOLLOWED PROTOCOL.

  • YOU KNOW, I AM EMPHATICALLY BEHIND MY TEAM, WE FLY RIGHT, WE

  • DID EVERYTHING RIGHT, SO THEY ARE SHIFTING BLAME ONTO THE

  • OFFICERS WHO FORCIBLY REMOVE THE GENTLEMAN FROM THE FLIGHT.

  • WHO WERE SUSPENDED, BY THE WAY, SO THE CHICAGO POLICE

  • ADMINISTRATION HAS TAKEN MORE ACTION THAN UNITED.

  • A WEEK BEFORE THIS INCIDENT HAPPENED, THE CEO WAS NAMED AS

  • THE TOP COMMUNICATOR OF THE

  • YEAR.

  • IN THE WAKE OF THE LEGGINGS THING, WHICH IS NOT A DIRECT

  • COMPARISON, WE UNDERSTAND THAT THEY WERE FLYING FOR FREE AND

  • THIS PERSON WAS PAYING.

  • BUT THAT WAS WHEN HE GOT THAT AWARD.

  • IT REMINDS ME OF OBAMA GETTING THE NOBEL PEACE PRIZE, AS SHE

  • WAS KILLING INNOCENT CITIZENS WHO WERE REFERRED TO AS

  • COLLATERAL DAMAGE.

  • THE IRONY IS NOT LOST.

  • EXACTLY.

  • NOW, UNDERSTANDABLY SO, PEOPLE DID NOT LIKE THE FACT THAT

  • THE PASSENGER WAS CALLED BELLIGERENT BY THE CEO.

  • BUT DID HE SHOW THEM HIS AWARD THOUGH?

  • THAT HE'S A GREAT COMMUNICATOR.

  • HE SHOULD MAYBE HAVE JUST TOLD THEM.

  • THE CEO DECIDED, MAYBE THAT WAS ILL-ADVISED, MAYBE I SHOULDN'T

  • HAVE DONE THAT, SO I AM GOING TO ACTUALLY PUT OUT A REAL APOLOGY,

  • LET ME READ THAT TO YOU.

  • THIS IS JUST A PORTION OF IT.

  • HE SAYS, "THE TRULY HORRIFIC EVENTS THAT OCCURRED ON

  • THIS FLIGHT HAS ELICITED MANY RESPONSES FROM ALL OF US:

  • OUTRAGE, ANGER, DISAPPOINTMENT.

  • I SHARE ALL THOSE SENTIMENTS, AND ABOVE ALL MY DEEPEST

  • APOLOGIES FOR WHAT HAPPENED.

  • 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."

  • HE ALSO SAYS THAT HE TAKES FULL RESPONSIBILITY, AND THAT

  • THEY PLAN ON REVIEWING SOME OF THEIR PROCEDURES AND

  • POSSIBLY IMPROVING THEM MOVING FORWARD.

  • BUT HERE IS PROCEDURE NUMBER ONE THAT YOU CAN IMMEDIATELY TAKE

  • ACTION ON AND IMPROVE: STOP OVER BOOKING THE FLIGHTS.

  • I DON'T CARE IF PEOPLE DON'T SHOW UP.

  • PEOPLE HAVE PAID FOR IT, SO IF ñ

  • IF THEY DON'T SHOW UP, THAT'S ON THEM.

  • UNITED IS REALLY STRUGGLING TO MAKE A PROFIT RIGHT NOW,

  • AND PART OF THE REASON WHY THEY ARE STRUGGLING IS BECAUSE

  • THEY SUCK, AND MAYBE YOU WILL SUCK A LITTLE LESS IF YOU

  • STOP OVER BOOKING FLIGHTS.

  • I PERSONALLY EXPERIENCED THIS WITH A UNITED FLIGHT.

  • I MISSED MY FLIGHT TO CHICAGO BECAUSE I HAD THE AUDACITY TO

  • SHOW UP 20 MINUTES BEFORE THEY TOOK OFF.

  • I THOUGHT 20 MINUTES WASN'T ENOUGH TIME.

  • THEIR POLICY INDICATED THAT THEY CLOSE THE GATE 15

  • MINUTES BEFORE TAKEOFF.

  • I WAS THERE FIVE MINS BEFORE THAT, BUT THEY HAD ALREADY

  • GIVEN AWAY MY SEAT, BECAUSE THEY OVERBOOKED THE FLIGHT AND

  • THAT'S WHAT THEY DO.

  • I'M SICK OF IT AND I'M SICK OF THEM BEING UNAPOLOGETIC

  • ABOUT IT.

  • NO MORE OF THIS, THE OVERBOOKING SITUATION IS UNACCEPTABLE

  • AND IT NEEDS TO STOP.

  • ALSO, LET'S RECOGNIZE THIS TWITTER APOLOGY FOR WHAT IT IS:

  • IT IS A REACTION TO THEIR STOCK PLUMMETING.

  • THEY NEEDED TO GO FOR A DIFFERENT PR STRATEGY, AND

  • AS THE COMMUNICATOR OF THE YEAR, SOMEONE HAD THE BRIGHT IDEA

  • OF, WHY DON'T WE TRY AND BUT THE?

  • I HEAR HE WAS TAKING A PEPSI-COLA WHILE HE WAS

  • TAKING IT.

  • I HEARD KENDALL JENNER HANDED HIM THAT PEPSI-COLA.

  • OF COURSE, BUT YOU ARE ABSOLUTELY RIGHT ABOUT

  • GOVERNMENT REGULATION, I THINK A PART OF THE OVERBOOKING PROBLEM

  • IS LARGELY RELATED TO LACK OF REGULATION THAT SURROUNDS

  • THE AIRLINE INDUSTRY, AND THE FACT THAT THERE ARE THREE OR

  • FOUR AIRLINES THAT ESSENTIALLY OWN MORE THAN 70% OF DOMESTIC

  • AVIATION AT THIS POINT, SO THEY CAN DO WHATEVER THEY WANT.

  • AND BY THE WAY, THE PRICE-FIXING AS WELL, WHICH IS ILLEGAL,

  • WHICH THE GOVERNMENT IS CERTAIN ñ

  • CURRENTLY INVESTIGATING; HOWEVER, ASIDE FROM

  • PRICE-FIXING, OVERBOOKING IS A MAJOR PROBLEM.

  • AND THIS IS JUST ONE EXAMPLE, AND THERE ARE MANY EXAMPLES OUT

  • THERE, FOR WHY I THINK LIBERTARIANS ARE SO INCREDIBLY

  • NAœVE WHEN IT COMES TO ñ

  • YOU KNOW, THEIR POLITICAL IDEOLOGY AND WHAT THEY

  • THINK ABOUT REGULATIONS ON CORPORATIONS AND ALL OF

  • THAT, YOU THINK CORPORATIONS ARE GOING TO LOOK OUT FOR ALL OF US?

  • YOU THINK A FREE MARKET IS GOING TO LEAD TO THEM NOT

  • SCREWING US OVER?

  • I MEAN, LOOK AT THAT.

  • I HATE OVERREGULATION, OKAY?

  • AND BELIEVE ME, THERE ARE CERTAIN THINGS THAT I THINK

  • ARE OVERREGULATED, LIKE OUR FOOD SERVICE INDUSTRY, ESPECIALLY

  • IN LOS ANGELES, BUT THAT'S A COMPLETELY DIFFERENT STORY.

  • BUT IN THIS CASE, YOU NEED REGULATIONS TO PROTECT THE

  • CONSUMER.

  • IF I PAID FOR A SEAT, I SHOULD BE ENTITLED TO THAT SEAT

  • UNLESS I AM BEING UNRULY, OR THREATENING PEOPLE OR

  • BREAKING THE LAW.

  • THAT I TOTALLY UNDERSTAND, BUT I'M A PAYING CUSTOMER AND THERE

  • ARE NO OTHER PROBLEMS, I SHOULD BE ENTITLED TO THAT SEAT.

  • IF I DON'T SHOW UP, WHO CARES?

  • THAT'S ON ME, THAT'S NOT ON THE AIRLINE, THAT SEAT HAS

  • ALREADY BEEN PAID FOR.

  • AND PEOPLE CAN NEVER GET REFUNDS FOR THEIR FLIGHTS.

  • BY THE WAY, THEY ARE LEGALLY OBLIGATED, AND YET THEY FINALLY

  • PULLED AROUND IT AS WELL, LIKE FOR EXAMPLE, GRACE AND I COVERED

  • 11 WAYS TO GET KICKED OFF THE PLANE LEGALLY, RECENTLY, ONE

  • THING, YOU SHOULD KNOW ABOUT YOUR RIGHTS, IF YOU GO TO ASK

  • FOR A REFUND, THEY HAVE TO GIVE YOU IF IT'S UP TO $650 MAX.

  • YOU STILL CAN GET AT LEAST THAT, IF THEY DON'T ñ IF YOU MISS YOUR

  • FLIGHT WHERE THEY KICK YOU OFF OR ANYTHING LIKE THAT HAPPENS.

  • ANYWAY, WE WILL SEE HOW THIS STORY DEVELOPS, BUT I HOPE THAT

  • PEOPLE DON'T JUST FORGET ABOUT IT AND THEN NOTHING IS DONE,

  • BECAUSE, AGAIN, THERE ARE CERTAIN ACTIONS THAT NEED TO BE

  • TAKEN TO PROTECT THE CONSUMER.

  • DUST BECAUSE ALL OF THESE AIRLINES ARE MERGING,

  • DOESN'T MEAN WE GET TO TAKE ñ

  • THEY GET TO TAKE IT VANTAGE OF US LIKE THIS.

UNITED AIRLINES CEO OSCAR MUNOZ IS APOLOGIZING AFTER HE RELEASED

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United Airlines CEO Attacks Passenger

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    Darren posted on 2017/04/12
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