This situation was unfortunately compounded when one of the passengers we politely asked to deplane refused and it became necessary to contact Chicago Aviation Security Officers to help. ... While I deeply regret this situation arose, I also emphatically stand behind all of you, and I want to commend you for continuing to go above and beyond to ensure we fly right.
United Airlines CEO Oscar Munoz wrote in a letter to employees, after issuing a public apology for the incident involving a Kentucky physician being dragged off a plane in Chicago.