FIRST AIRED: March 21, 2018

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Transcript

00:00:00
>> United Airlines CEO Oscar Munoz on Wednesday stated what many thought was obvious. A dog should have never died on board a plane.>> It should have never, ever happened. And I just wanna know everybody in the room here that, we take this deeply seriously, and we've announced immediate steps to makes sure that nothing like that happens again.
00:00:19
United faced backlash after a flight attendant ordered a pet owner to place a pet carrier, dog and all, in an overhead bin. The bulldog puppy, Coquito, died on the 3.5 hour flight.>> It feels absolutely amazing to finally have him back.>> That same week, there were two more pet mishaps.
00:00:41
Dogs transported in the cargo hold ended up at the wrong destinations. Munoz, on Wednesday, tried to repair the airline's battered public image.>> You have the right to demand the highest level of performance from us, we own that.>> An image still bruised by an incident last year when a 69 year old passenger was forcefully removed from his seat because the flight was overbooked.
00:01:02
>> No, no. What are you doing?>> Come on, come on, come on.>> On Wednesday, Munoz wrote out a long term strategy, including improved customer service, on board WiFi, and new airport lounges.