Watching events unfold at United Airlines over the last few days have filled me with shock, awe, and horror. As a result of this public relations disaster, their motto “flying the friendly skies” has turned into “not enough seating, prepare for a beating.” America stands as a beacon of freedom from oppression. In my opinion, United Airlines was an iconic American company until last Sunday.
That ended Sunday.
Much of the backlash was initially a result of the lackluster attempt at an apology from the CEO of United Airlines, Oscar Munoz. Despite three attempts, he still appears rather oblivious to the real suffering of Dr. Dao. Physicians have been taught that the best thing to do in the face of a medical error is to be honest, forthcoming, and apologize; it must be genuine and from the heart — acknowledge our blunder, take responsibility for our mistake, and convey our sincere regret. Executives at United Airlines would do well to heed these words.