CHICAGO (AP) – Video shows three security officials dragging a passenger from a United Airlines flight at a Chicago’s O’Hare International Airport.
The (Louisville) Courier-Journal reports a United representative confirmed Sunday night that a person was removed from Flight 3411 to Louisville, Kentucky, saying it was “overbooked.”
Passenger Audra D. Bridges posted the video on Facebook. It shows the guards grabbing then dragging the passenger down the aisle. Screaming is heard and other passengers say “Oh my God” and “Look at what you did to him.”
United said airline representatives chose four passengers at random when no volunteers agreed to leave the overbooked flight. They requested law enforcement assistance when one of them refused to leave.
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Bridges says United asked for four passengers to relinquish their seats for airline employees on stand-by.
United released the following statement on Monday:
“This is an upsetting event to all of us here at United. I apologize for having to re-accommodate these customers. Our team is moving with a sense of urgency to work with the authorities and conduct our own detailed review of what happened. We are also reaching out to this passenger to talk directly to him and further address and resolve this situation.” – Oscar Munoz, CEO, United Airlines
Below is the text of the letter Munoz sent to employees after a passenger was dragged from a United plane at Chicago’s O’Hare International Airport. The summary below the letter was compiled by United:
Like you, I was upset to see and hear about what happened last night aboard United Express Flight 3411 headed from Chicago to Louisville. While the facts and circumstances are still evolving, especially with respect to why this customer defied Chicago Aviation Security Officers the way he did, to give you a clearer picture of what transpired, I’ve included below a recap from the preliminary reports filed by our employees.
As you will read, this situation was unfortunately compounded when one of the passengers we politely asked to deplane refused and it became necessary to contact Chicago Aviation Security Officers to help. Our employees followed established procedures for dealing with situations like this. While I deeply regret this situation arose, I also emphatically stand behind all of you, and I want to commend you for continuing to go above and beyond to ensure we fly right.
I do, however, believe there are lessons we can learn from this experience, and we are taking a close look at the circumstances surrounding this incident. Treating our customers and each other with respect and dignity is at the core of who we are, and we must always remember this no matter how challenging the situation.”
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