United Airlines will no longer use law enforcement officers to remove passengers from overbooked flights after global outrage erupted over a video showing a passenger dragged from one of its planes in Chicago.
"We're not going to put a law enforcement official ... to remove a booked, paid, seated passenger," United Continental Holdings Inc. CEO Oscar Munoz told ABC News on Wednesday morning. "We can't do that."
Munoz said the incident on Sunday resulted from a "system failure" that prevented employees from using "common sense" in the situation and that Dr. David Dao, whom security officers pulled by his hands from the cabin before takeoff, was not at fault.