On April 9 , 2017 , Chicago O'Hare Airport security removed four passengers from United Express Flight 3411 to make space for four employees who were deadheading to another flight . Three of the passengers left the airplane without incident , but the fourth , Dr. David Dao , refused to leave the seat he had paid for . Chicago Department of Aviation Police officers were called to remove Dao , which they accomplished by first slamming his face into the arm rest and then dragging the injured and bleeding man from the aircraft . The following day , an official response from United Airlines , attributed to Munoz , apologized " for having to re-accommodate these customers " without mentioning Dao 's injuries . In an email to United employees , Munoz stated that he stood behind employees for having " followed established procedures " and said that Dao was " disruptive and belligerent " . Videos depicting the incident and Dao 's injuries were widely circulated , and United Airline 's shares declined . In a second press release on April 11 , which was more sensitive to public opinion , Munoz " deeply apologize d to the customer forcibly removed and to all other customers aboard . " Munoz 's handling of the incident was described by various critics as a " fumbling response , " a " major disappointment , " and a " sort of a self-immolation that makes you wonder about his choice as CEO . " Munoz was already under pressure from activist shareholders to improve United 's performance , including its customer relations , after he took charge of the airline in 2015 . However , analysts remained confident of future performance
United Express Flight 3411
United Express Flight 3411 incident
Oscar Munoz (executive)