Page 7 - Short Cases 1 United Airlines

The video was posted and went viral on social media

garnering comments from politicians and especially the U.S.

President, Donald Trump who heavily criticised United’s

actions whilst 21 Senators later wrote directly to United CEO

Munoz to voice their concern and requesting a response by

April 24th to their questions.

The day after the incident United CEO Oscar Munoz tried to

justify the removal of Dao claiming it was a “re-

accommodation of customers” whilst sending an e-mail to
United staff commending their actions for following

established procedures and referring to Dao as “disruptive”

and “belligerent”. A statement contradicted by both

passengers who were on the plane and the video posted.

An apology, some two days later, was issued by Munoz. This

was followed up with a statement made on Good Morning

America, “that this type of incident would never happen again

at United and "No one should ever be mistreated this way."

When asked "Do you think [Dr. Dao] was at fault in any way?"

Munoz responded, "No. He can't be. He was a paying passenger

sitting on our seat in our aircraft."”

Dao reached an "amicable" settlement with United on April

27, the terms of which were not publicly announced. Whilst

all passengers aboard United Flight were voluntarily given

compensation equal to the cost of their tickets.

But the damage had been done and questions of racism
began to appear on social and main media internationally in

response to the selection of Dao potentially on the basis of
being Chinese American.