Following the release of a viral video in which a passenger was violently removed from an overbooked United Airlines flight at Chicago's O'Hare International Airport, United was called to testify before the U.S. House of Representatives Tuesday to address their poor customer service. Joining United representatives were top executives from American Airlines, Southwest Airlines, and Alaska Airlines. Delta Airlines declined to testify, stating they were in talks with individual members of Congress about improving their customer service.
The hearing, which lasted four hours, took place before the House Transportation and Infrastructure Committee, led by chairman Bill Shuster. As anticipated, the recent scandal onboard United Express Flight 3411 was a main focus of discussion. “This is a turning point for United,” the airline’s CEO, Oscar Munoz, said of the incident. “For the last three weeks, I have spent every day thinking about how we got here.”
Munoz also took the opportunity to admit personal responsibility for what happened onboard, saying, "In that moment, for our customers and our company, we failed, and so as CEO, at the end of the day, that is on me.” United has announced that Munoz will no longer assume the role of chairman in 2018, as was planned. Last Thursday, the man at the heart of the United scandal—Kentucky doctor David Dao— reached a settlement with the airline for an undisclosed sum.