But, he said, “Someone could have just used their head with Dr. Dao<br />and said, ‘If you’re a doctor, and you need to see patients the next day, let me see if we can find somebody else.’”<br />Mr. Demetrio, Dr. Dao’s lawyer, said that he and his client both thought<br />that United’s plans represented “an excellent start in a short period of time” toward solving the problems that passengers face with many airlines.<br />Dr. Dao and dozens of other passengers had boarded a United Express flight to Louisville in the late afternoon when the airline determined<br />that maintenance issues with another plane might keep a four-person flight crew from reaching Louisville in time for a flight they were scheduled to work the next morning, according to the airline’s report.<br />The airline also said that it would no longer ask law enforcement officers to remove passengers from its planes over booking issues and<br />that all crew members traveling to other flight assignments would be booked into seats at least an hour before departure, two changes it had announced previously.<br />In a further bid to regain its customers’ faith, United said it would address another cause of frustration<br />among passengers — compensation for lost baggage — that is unrelated to the episode involving Dr. Dao.<br />Mr. Munoz, in a statement released on Thursday with the report, said he realized that “actions speak louder than words.”<br />“Today,” he added, “we are taking concrete, meaningful action to make things right and ensure nothing like this ever happens again.”<br />United’s report includes a description of what happened in the April 9 episode, though it contains few new details.<br />He said he hoped that expanded training for United employees would include “how to defuse the situation instead of throwing gasoline on it.”<br />The episode involving Dr. Dao has also upended United’s top leadership ranks.
