FIRST AIRED: April 12, 2017

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Transcript

00:00:01
>> United Airlines' CEO Oscar Muñoz still trying to hit the reset button Wednesday after this now infamous video of a passenger getting dragged off the plane went viral and sparked worldwide outrage. Munoz appearing on ABC's Good Morning America to formally apologize again to the passenger identified as Dr. David Dao.
00:00:24
Calling the incident a system failure and vowed it will never happen again on a United Airlines flight. But the damage to United, says Reuters Breaking News editor Rob Cox, might already be done.>> Other ramifications they're gonna have to deal with, there's gonna be lawsuits, there's gonna be a boycott almost certainly of the product.
00:00:43
The response of United from the get-go was just ham-fisted, tin-eared, it's going to be a lesson in how not to deal with a problem with your customers.>> Munoz did apologize initially on Monday, when the video started making the rounds. But soon after, he sent a letter to the airline's employees, calling the passenger disruptive and belligerent.
00:01:06
That response, described as being nothing less than tone deaf, not boding well for Munoz>> Oscar Munoz took over a year ago, remember he had a heart attack back in the earlier stages of it. United airlines is not the best operator in the industry and so he's already had a tough road to hoe, this really just damages his credibility, and the organization.
00:01:31
Not just with its customers who, of course, are gonna ask themselves do I really wanna get on a United Airlines flight? But the investors are now gonna have to ask themselves a question, what damage will this have on the bottom line?>> An online petition calling on Munoz to step down has already garnered more than 40,000 signatures.