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United CEO Oscar Munoz's Letter To Employees Leaks Saying Everyone "Followed Established Procedures"

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CNBCUnited CEO Oscar Munoz doubled down in a letter to employees on Monday evening, claiming that employees “followed established procedures” when removing a passenger from a plane because it was overbooked, and calling the passenger “disruptive and belligerent.”

According to the letter, which was obtained by CNBC, when crew members first approached the passenger to tell him to leave, he “raised his voice and refused to comply,” and each time they asked again “he refused and became more and more disruptive and belligerent.”

Crew members “were left with no choice but to call Chicago Aviation Security Officers to assist in removing the customer from the flight,” Munoz wrote, and at one point the passenger “continued to resist – running back onto the aircraft in defiance of both our crew and security officials.”

Hey have you guys seen this video? Pretty crazy.


Hottest story on the internet yesterday and carrying over into today, as now there is word that it’s causing an “international incident” with China who couldn’t believe how badly this guy was treated.  Well the CEO sent out a company wide email to “The Team” to settle everyone down and explain the situation… annnnnd obviously it leaked within 0.32 seconds.

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Touched up some of the language just to make it more clear for the reader:

“Why this customer defied Chicago Aviation Security Officers the way he did…”

Because he bought a ticket and sat in the seat listed on his ticket and you tried to tell him to leave it.

“Politely asked to deplane and refused…”

Because he paid money for a ticket and on that paid ticket it listed a seat number so he sat in that paid-for seat that your company sold him.

“Our employees followed established procedures…”

If passengers do not immediately leave the seat they paid for because of our overbooking policy established procedures say rip them out of said seat and body slam them.

“I want to commend you for continuing to go above and beyond to ensure we fly right”


You can’t argue that they went above and beyond what’s normally expected of them I guess.  You’d never expect “aviation security” to come on board and rip a paying customer through his seatbelt and piledrive his face into the armrest cracking his shit wide open.

Shout out United CEO Oscar Munoz for getting everyone back on his side, ticket sales are about to be poppin.