United CEO's First Interview Following Hostile Bumping Incident
It's been a crazy week so far — the country seems captivated by Sunday's "bumpgate" incident, but with the exception of one incredibly disappointing statement and then a much more reasonable follow-up, we haven't heard much from United's CEO. Until this morning.
Today, United CEO Oscar Munoz sat down with ABC in his first interview following the incident that sent a man, David Dao, to the hospital. It's unclear how this ordeal will end for the airline and its CEO, but Munoz does come off as sincere — in both his concern about the way employees and police handled Dao's removal, and in his desire to overhaul procedures to prevent a similar incident in the future.
You can watch the full interview below; key points are summarized under the video.
Munoz's most notable takeaway comes at the beginning of the interview, when he says:
This can never, will never happen again on a United Airlines flight. That's my premise and that's my promise.
How will he accomplish that? According to Munoz:
The use of law enforcement aboard an aircraft has to be looked at very carefully. They're clearly there for a purpose of safety, and we want to make sure they protect us, but for other reasons I think that's a policy we have to absolutely relook at.
He also explains his initial response:
I think my first reaction to most issues is to get the facts and circumstances. And my initial words fell short of truly expressing what we were feeling. And that's something that I've learned from. The expression of apology... is an important part of a conversation like this. Because, again, that shame and embarrassment was pretty palpable for me and for a lot of our family.
Munoz also acknowledges that the airline's front-line employees and supervisors don't currently have the autonomy needed to "use their common sense" when working through situations like this. In the future, it sounds like Munoz is committed to empowering these employees to make decisions on their own, perhaps by allowing them to offer additional compensation (especially when passengers are removed after boarding a flight). He also said that the airline will no longer use law enforcement "to remove a booked, paid, seating passenger" — though in some cases (such as a truly abusive passenger), that promise may be difficult to follow through on.
Finally, the interviewer asked Munoz if he'd considering resigning. The answer was a resounding "no."
TPG featured card
at American Express's secure site
Terms & restrictions apply. See rates & fees.
| 3X | Earn 3X Miles on Delta purchases. |
| 1X | Earn 1X Miles on all other eligible purchases. |
Pros
- Delta SkyClub access when flying Delta
- Annual companion ticket for travel on Delta (upon renewal)
- Ability to earn MQDs through spending
- Various statement credits for eligible purchases
Cons
- Steep annual fee of $650
- Other Delta cobranded cards offer superior earning categories
- Earn 100,000 Bonus Miles after you spend $6,000 or more in purchases with your new Card within the first 6 months of Card Membership and an additional 25,000 bonus miles after you make an additional $3,000 in purchases on the Card within your first 6 months, starting from the date that your account is opened. Offer Ends 04/01/2026.
- Delta SkyMiles® Reserve American Express Card Members receive 15 Visits per Medallion® Year to the Delta Sky Club® when flying Delta and can unlock an unlimited number of Visits after spending $75,000 in purchases on your Card in a calendar year. Plus, you’ll receive four One-Time Guest Passes each Medallion Year so you can share the experience with family and friends when traveling Delta together.
- Enjoy complimentary access to The Centurion® Lounge in the U.S. and select international locations (as set forth on the Centurion Lounge Website), Sidecar by The Centurion® Lounge in the U.S. (see the Centurion Lounge Website for more information on Sidecar by The Centurion® Lounge availability), and Escape Lounges when flying on a Delta flight booked with the Delta SkyMiles® Reserve American Express Card. § To access Sidecar by The Centurion® Lounge, Card Members must arrive within 90 minutes of their departing flight (including layovers). To access The Centurion® Lounge, Card Members must arrive within 3 hours of their departing flight. Effective July 8, 2026, during a layover, Card Members must arrive within 5 hours of the connecting flight.
- Receive $2,500 Medallion® Qualification Dollars with MQD Headstart each Medallion Qualification Year and earn $1 MQD for each $10 in purchases on your Delta SkyMiles® Reserve American Express Card with MQD Boost to get closer to Status next Medallion Year.
- Enjoy a Companion Certificate on a Delta First, Delta Comfort, or Delta Main round-trip flight to select destinations each year after renewal of your Card. The Companion Certificate requires payment of government-imposed taxes and fees of between $22 and $250 (for itineraries with up to four flight segments). Baggage charges and other restrictions apply. Delta Basic experiences are not eligible for this benefit.
- $240 Resy Credit: When you use your Delta SkyMiles® Reserve American Express Card for eligible purchases with U.S. Resy restaurants, you can earn up to $20 each month in statement credits. Enrollment required.
- $120 Rideshare Credit: Earn up to $10 back in statement credits each month after you use your Delta SkyMiles® Reserve American Express Card to pay for U.S. rideshare purchases with select providers. Enrollment required.
- Delta SkyMiles® Reserve American Express Card Members get 15% off when using miles to book Award Travel on Delta flights through delta.com and the Fly Delta app. Discount not applicable to partner-operated flights or to taxes and fees.
- With your Delta SkyMiles® Reserve American Express Card, receive upgrade priority over others with the same Medallion tier, product and fare experience purchased, and Million Miler milestone when you fly with Delta.
- Earn 3X Miles on Delta purchases and earn 1X Miles on all other eligible purchases.
- No Foreign Transaction Fees. Enjoy international travel without additional fees on purchases made abroad.
- $650 Annual Fee.
- Apply with confidence. Know if you're approved for a Card with no impact to your credit score. If you're approved and you choose to accept this Card, your credit score may be impacted.
- Terms Apply.
- See Rates & Fees