United CEO Oscar Munoz wrote an open letter to the airline's employees
following disturbing videos published on social media, in which law-enforcement officials are seen violently removing a passenger from a flight. In the message to staff, Munoz said he “emphatically” stands behind his staff and commended them for going “above and beyond.” "....Our employees followed established procedures for dealing with situations like this. While I deeply regret this situation arose, I also emphatically stand behind all of you, and I want to commend you for continuing to go above and beyond to ensure we fly right..." Social media erupted immediately, labeling Munoz and United 'tone deaf' and 'condescending'.
