The passenger dragged off the United plane in Chicago was forced to give up his seat not because of traditional overselling but because another kind of overbooking: A crew needed to commute for a flight the following day, and the flight was full.
Munoz's latest statement described the removal as "truly horrific".
The incident has reached Japan as well, where local airline officials told the Japan Times they would never resort to this type of violence or turn passengers away from flights without their consent. Munoz replied, "To remove a booked, paid, seating passenger?" 'We can't do that'.
The passenger dragged from a United flight lost two front teeth and suffered a broken nose and a concussion, his lawyer said Thursday, accusing the airline industry of having "bullied" its customers for far too long.
A screen grab shows passenger David Dao being dragged off a United Airlines flight at Chicago O'Hare International Airport in this video filmed by @JayseDavid, April 9, 2017.
Munoz said he felt "ashamed" of the incident which was video-recorded and went viral. During the interview, Munoz mentioned one item that really jumped out regarding how they might handle the next hostile passenger in the future.
Dao was selected by the airline to give up his seat but refused, leading to the actions by the three officers.
Attorneys for Dao filed court papers Wednesday asking the airline and the city of Chicago to preserve evidence in the case.
In a news release, the attorneys said they plan to talk to the media and that they will be accompanied by a relative of Dao. Likewise, the Chicago Aviation Department has said only that one of its employees who removed Dao did not follow proper procedures and has been placed on leave.
United's explanation "has been unsatisfactory, and appears to underestimate the public anger about this incident", four senators wrote in letters Tuesday to United CEO Oscar Munoz and Ginger Evans, commissioner of the Chicago Department of Aviation.
Screaming can be heard on the videos, but nowhere is Dao seen attacking the officers.
Much of the uproar stemmed from Dao's status as a paying passenger who was being removed, against his will, to make room for additional crew members on the overbooked flight.
"We are demanding accountability, and we are expecting an answer from both United Airlines and the Department of Transportation about what they are going to do", Chu said.
No one volunteered, despite United's offers of up to $800. But the CEO of United's parent company, Oscar Munoz, has been notified of the hearing scheduled for Thursday. "I was not concerned for my safety, nor that of my toddler's or for my pregnancy, until the police were called aboard our plane to remove him".