Passenger advocates are not pleased with the decision, as Paul Hudson, president of Flyers Rights, said in a statement: “For the Department of Transportation to conclude that United Airlines' conduct did not warrant an enforcement action is a dereliction of duty."
For its part, a United spokesperson told Thrillist in a statement that "the incident should have never happened." The carrier added that it's "implementing all of the improvements we announced in April, which put the customer at the center of everything we do."
Videos and photos of the incident show airport security officials dragging Dao down the aisle of the aircraft, leaving him with a broken nose, two lost teeth, and a concussion. He later filed multiple charges against the airline, ultimately forcing it to institute a series of sweeping changes meant to improve its customer service policies.