1. Various of Congressman Bill Shuster gaveling hearing into order
2. Pan of witness table
3. SOUNDBITE (English) Oscar Munoz, CEO, United Airlines:
"The reason I'm sitting here today is because on April 9th we had a serious breech of public trust. I'd like to again apologize to Dr. Dao, to his family, to every person on that flight, 3411, and of course to all our customers and employees worldwide. Further, I'm personally sorry for the fact that my immediate response and the response of our airline was inadequate to that moment. No customer, no individual should ever be treated the way Mr. Dao was, ever, and we understand that. For the last three weeks, I've spent literally every single day thinking about how we got to this point. What chain of events culminates in the injury of a customer and the loss of trust in so many more. And so last week, on April 27th, we delivered on our promise to release an analysis of sorts about what happened, where we fell short and the actions we need to take to change the customer experience at United as all of you have so wonderfully articulated. From our perspective there were four, there were many failures, but there were four main failures that we outline in this report. First we called on law enforcement when safety or security did not exist. That should never happen. Period. Second, we rebooked crew at the very last minute. We created a situation of our own doing that we should have never done. And third, we didn't often enough compensation or enough incentivize or enough options for those customers to give up a seat and therefore, and perhaps the largest failure, our employees did not have the authority to do what was right or to use frankly their common sense as some of you outlined and in that moment for our customers and our company, we failed. And so, as CEO, at the end of the day, that is on me and this has to be a turning point for the 87,000 people and professionals here at United and it is my mission to make sure that we make the changes needed to provide our customers with the highest levels of service of course that you come to expect, reliability, but also as some of you mentioned, a deeper sense of respect and trust and dignity."
United Airlines CEO Oscar Munoz apologised Tuesday on Capitol Hill for an incident in which a passenger was forcibly removed from a flight and vowed to do better as he and other airline executives faced tough questions from lawmakers.
Munoz told a congressional hearing that passenger David Dao was treated in a way that no customer - or individual - should be treated, calling it a "terrible experience" that should never be repeated.
United has taken a series of steps to reduce overbooking of flights since the April 9 incident and will raise to 10,000 US dollars the limit on payments to customers who give up seats on oversold flights, Munoz said.
The airline also said it will improve employee training.