“Very few passengers have any idea what their rights are,” Peter A. DeFazio, an Oregon Democrat, pointed out, noting that 40,000 ticketed passengers had been bumped from overbooked flights last year, just like Dao was bumped last month.
Kirby came to Munoz and United's defense on issues like overbooking, while acknowledging that United had pledged to offer up to $10,000 in flight vouchers to overbooked customers. Munoz called the company's new, customer-first approach a "culture change."
“We called law enforcement when a safety or security issue did not exist,” Munoz explained in his apology. “We rebooked crew at the very last minute. We didn’t offer enough compensation or travel options to incentivize a passenger to give up a seat. And, most important, our employees did not have the authority to do what was right for our customers.”