“There will come a day when Americans won’t accept your apology,” Michael E. Capuano, a Massachusetts Democrat, told Munoz in the hearing before the House Transportation Committee that ran for more than four hours. He and his fellow committee members pointed to perceptions of the airline industry that customer interests come last, that customers don't understand their rights, as well as more mundane issues like seat sizes and an increase in delays. “We have a problem. It shouldn’t be as bad as it is.”
“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."