Despite this, Munoz says that first-quarter earnings beat analysts exceptions, and gives the airline "confidence about the foundation" its building. During the incident with Dr. Dao, the airline boarded the flight-the last on that Sunday night to Louisville-but then asked for volunteers to exit and be rebooked when it needed four seats to re-position four crew members for assignment.
United Airlines is set to testify at a U.S. House Transportation Committee after a video emerged of a passenger being violently dragged off an overbooked flight. Security was called and after a violent tussle with the passenger in his economy-class window seat, the medic was dragged off, apparently unconscious, with two teeth missing, a broken nose and concussion.
Three staff members had been suspended over the incident.
United said this week its chief executive met with the Chinese consulate in Chicago over the possible impact to bookings from a customer being dragged off a plane but it was too early to tell if business in China had been hit by the event. He also repeated his characterization of the incident as a "system failure", and he described the entire experience as "a true learning opportunity" and "a watershed moment for our company", the report added.
CEO Oscar Munoz said Tuesday that he takes full responsibility "for making this right", and he promised more details later this month after United finishes a review of its policies on overbooked flights.
Mr Munoz has again apologised for the injuries Dr Dao, a 69-year-old from Kentucky, was left with.
Spokeswoman Maggie Schmerin said the policy change is meant to make sure incidents like the one involving Dao "never happen again".
While the CEO of the airline called Dao "disruptive and belligerent", the company's shares fell by 6.3% - which was a whopping $1.4-billion in real money.
"It's really too early for us to tell anything about bookings, and in particular last week because it's the week before Easter".
United's earnings per share was 41 cents, beating expectations by 3 cents.
Customers and others, fueled by their shock and rage at the video footage captured by witnesses on the flight, vowed to boycott the company.
Dao emigrated to the US from Vietnam.
United CEO Oscar Munoz - who had been pushing the "new spirit at United" mantra for the past year - spoke first during today's call.