FIRST AIRED: April 11, 2017

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Transcript

00:00:00
>>
SOUND]>>
A day after a video surfaced showing a United Airlines passenger being dragged off a flight, investors dumped shares and the airlines embattled CEO apologized again. United posting this statement by Oscar Munoz Tuesday afternoon saying quote, I continue to be disturbed by what happened on this flight, and I deeply apologize to the customer forcibly removed and to all the customers aboard.
00:00:30
No one should ever be mistreated this way. Reuters breaking news editor Rob Cox.>> It took them a full day, and millions of internet memes later, to actually come out and say, okay, we're really sorry. No customer should ever have to go through something like this. Which is all, really, it needed to say from the beginning.
00:00:49
And you have to remember, today everybody's got a cell phone, everyone knows how to Tweet, this stuff gets on social media in seconds. I mean it's extraordinary how the response of United from the get go, was just ham fisted, tinniard. It's going to be a lesson in how not to deal with a problem with your customers.
00:01:10
>> On Monday, Munoz did acknowledge the situation got out of hand, but soon after he sent a letter to the airlines employees, lauding the behavior of the flight crew in dealing with a quote, disruptive and belligerent passenger. That initial response being described as nothing less than tone deaf, not boding well for Munoz.
00:01:32
>> So Oscar Munoz took over a year ago, he remember had a heart attack in the early stages of it. United Airlines is not the best operator in the industry, and so he's already had a tough row to hoe. This really just damages his credibility and the organization, not just with its customers, who of course are going to ask themselves, do I really want to get on a United Airlines flight?
00:01:56
But the investors are now gonna have to ask themselves a question, what damage will this have on the bottom line?>> Earlier on Tuesday, United's shares fell over 4%, that's nearly a billion dollars in stock market value, but recovered those losses after Munoz's latest apology.