This Sunday, April 9, 2017, image made from a video provided by Audra D. Bridges shows a passenger being removed from a United Airlines flight in Chicago. Video of police officers dragging the passenger from an overbooked United Airlines flight sparked an uproar Monday on social media, and a spokesman for the airline insisted that employees had no choice but to contact authorities to remove the man. (Audra D. Bridges via AP)
"Our review shows that many things went wrong that day, but the headline is clear: Our policies got in the way of our values and procedures interfered in doing what's right," Munoz said. "This is a turning point for all of us at United, and it signals a culture shift toward becoming a better, more customer-focused airline. Our customers should be at the center of everything we do, and these changes are just the beginning of how we will earn back their trust."