United Airlines is not firing a single employee over the controversy involving Dr. David Dao, the passenger forcefully dragged out of his seat because his flight was "overbooked".
Munoz says he takes full responsibility "for making this right" after the April 9 incident aboard a United Express plane in Chicago.
In the week since United Airlines made headlines when a ticketed passenger was aggressively hauled off his flight, the company has updated its crew travel policies to ensure passengers won't get booted and compensated all travelers on the fateful fight. "It is obvious from recent experiences that we need to do a much better job serving our customers", Oscar Munoz said in a statement. In an email to United personnel, he labeled Dao "disruptive and belligerent" and insisted: "I emphatically stand behind all of you".
Munoz has already stopped at the Chinese consulate in Chicago to try to smooth over the situation, with the company concerned the incident would affect bookings from Chinese customers.
United announced late last week that it would stop the practice of involuntarily removing passengers from planes once they'd boarded, as was the case on Flight 3411.
Dao's lawyers have taken steps that foreshadow a lawsuit against the airline and the city of Chicago, which operates O'Hare Airport.More news: Some vets can go to CVS 'MinuteClinics' for minor illnesses
Mr Munoz has declined to address that change until the airline finishes an internal review.
Amid the ongoing public relations nightmare for the airline, United Continental Holdings Inc reported sharply lower first-quarter earnings Monday but they still bested analyst expectations on several key measures.
Dao, who had immigrated to the States from Vietnam, repeatedly accused airline officials of discriminating against him for being Chinese before he was hauled off the plane, according to a fellow passenger.
Barclays analyst Brandon Oglenski told Munoz that "accidents happen. hopefully, we can put this behind us".
United President Scott Kirby said some of the airline's corporate clients had "appropriate questions" about the incident.
Dr Dao is about to become a very rich man.