backlash. Afterwards, United's then-chief executive officer, Oscar Munoz, described Dao as "disruptive and belligerent", apologized for "re-accommodating" the paying customers, and defended and praised staff for "following established procedures". He was widely criticized as "tone-deaf". Munoz later issued a second statement calling what happened a "truly horrific event" and accepting "full responsibility" for it. After a lawsuit, Dao reached an undisclosed settlement with United and airport police. In the aftermath, United's board of directors decided that Munoz would not become its chairman and that executive compensation would be tied to customer satisfaction. Following this incident, passenger complaints increased by 70 percent. See also United Breaks Guitars Air transport in the United States Transportation in the United States References Bibliography External links Hemispheres inflight magazine United Vacations UAL.com Official website archive Airlines for America members Airlines established in 1926 Companies based in Chicago Companies that filed for Chapter 11 bankruptcy in 2002 Star Alliance 1926 establishments in Idaho Airlines based in Illinois American companies established in 1926