United finds a new way to make itself look awful, and then its CEO shows how to make things worse – Los Angeles Times

The adage about a picture being worth a thousand words never seemed as true as it did early Monday morning, when a video clip shot around the Internet showing a passenger being violently removed from a United Airlines plane in Chicago for refusing to be “voluntarily” bumped from the flight.

United no doubt will expend thousands of words explaining or apologizing for this incident in coming hours, days and weeks. It won’t help. The video is just too raw.

Indeed, the airline’s initial response to the publicity already has left it covered in shame.

United’s PR department first issued a statement explaining blandly that the Chicago-to-Louisville flight late Sunday was overbooked, and that “after our team looked for volunteers, one customer refused to leave the aircraft voluntarily and law enforcement was asked to come to the gate. We apologize for the overbook situation. Further details on the removed customer should be directed to authorities.”


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