‘Horrible situation’: United Airlines to stop using officers to remove passengers from full flights

United Airlines will now not ask law enforcement officers to remove passengers from flights unless it’s a matter of safety and security, according to a statement released Thursday.

The declaration was part of the statement released days after a passenger, Dr. David Dao, was dragged from a United Express plane after he refused to give up his seat on a full flight from Chicago to Louisville.

Video of the Sunday incident has been shown around the world. The head of United’s parent company has scrambled to contain the damage to the carrier’s reputation. Three officers involved have since been placed on leave.

During a press conference Thursday, it was revealed that Dao suffered a “significant” concussion and broken nose and lost two front teeth.

United Airline’s statement was released shortly after that press conference:

“We continue to express our sincerest apology to Dr. Dao.  We cannot stress enough that we remain steadfast in our commitment to make this right.

This horrible situation has provided a harsh learning experience from which we will take immediate, concrete action. We have committed to our customers and our employees that we are going to fix what’s broken so this never happens again.

First, we are committing that United will not ask law enforcement officers to remove passengers from our flights unless it is a matter of safety and security.  Second, we’ve started a thorough review of policies that govern crew movement, incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement.  Third, we will fully review and improve our training programs to ensure our employees are prepared and empowered to put our customers first.  Our values – not just systems – will guide everything we do.  We’ll communicate the results of our review and the actions we will take by April 30.

United CEO Oscar Munoz and the company called Dr. Dao on numerous occasions to express our heartfelt and deepest apologies.”

More on the situation here.