United CEO releases video message

"This is just the beginning of how we earn back your trust," Oscar Munoz, CEO of United Airlines, said in a video apology. "It's all about putting our customers at the center of what we do.
1:59 | 04/27/17

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Transcript for United CEO releases video message
Hello Hamas for millions sealed the airlines. Two weeks ago shameful event occurred on flight 34 laden. We deeply apologize for what happened. I apologize. For sorry simply doesn't go nearly far enough to addressed the shocking way. One of our passengers was treated that day and for our response that followed. We are certain that meaningful actions will speak louder than words. For the past two weeks are team has been working to answer two questions. How did this happen. And how could we too are passed to ensure it never happens again. That happened because policies were placed ahead of our shared values and procedures got in the way of what we know is right. This is a turning point for all of us here united and a CEO it's my responsibility. My mission to make sure we all learn from this experience. Starting today united is changing how we fly serve and most importantly respect our customers. As rewarding an ounce law enforcement would not remove customers from a flight and customers will not be asked to go up their seat once on board. Except in matters of safety or security. We will also increase incentives for voluntary re booking up to 101000 dollars. And we're developing new tools and training for our employees to solve issues for our customers in the moment. This is just the beginning of how we you earn back your trust talk about putting our customers at the center of everything we do. I hope you'll read more about these changes in the U initiatives we put into place how dot united dot com. We are working harder than ever for the privilege to serve you. Promise we will learn from our failures. And the better customer focused airlines so. Thank you.

This transcript has been automatically generated and may not be 100% accurate.

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