On Tuesday he offered his deepest apologies for what happened and said the airline would conduct a review of its procedures and policies to be completed by April 30. Oscar Munoz No one should ever be mistreated this way, he said in a statement , calling the event truly horrific. Recordings of the incident posted on social media spread quickly around the globe and sent people into a rage. They showed officers pulling a passenger from a flight Sunday evening after he refused to give up his seat and then dragging him down the aisle as travelers yelled at them to stop. The chilling scene was turning into a public-relations disaster for United, whose fumbling response only served to demonstrate how a normally routine consumer interaction can expandinto a brand-damaging event in a world of smartphones and Facebook. Munoz initially apologized for having to re-accommodate these customers but the CEO called the passenger disruptive and belligerent in a subsequent message to employees. It was probably the most tone-deaf response Ive seen to this type of issue -- possibly ever, Scott Galloway, a professor of marketing at New York University, said on Bloomberg Television. Its as if they literally sat around and thought, How could we make a bad situation worse. The stock dropped 1.2 percent to $70.67 at 3:54 p.m. in New York after earlier falling as much as 4.4 percent. Joke Fodder United was this website the butt of jokes by late-night comedians and by Tuesday in China, the incident was even a focus of social media and a government editorial. The hashtag #UnitedForcesPassengerOffPlane was the top trending item on Sina Weibo, the equivalent of Twitter, with more than 270 million views by evening in China. The man who was removed appeared to be of Asian descent.
For the original version including any supplementary images or video, visit https://www.bloomberg.com/news/articles/2017-04-11/united-airlines-tumbles-as-social-media-storm-spreads-worldwide