The Wall Street Journal: United Airlines says ‘failure of epic proportions’ led to passenger being dragged off plane

A new report by United Airlines has concluded that a litany of failures in customer service, training and technology contributed to the forcible removal of a paying passenger earlier this month.

“We let our policies and procedures get in the way of doing the right thing.”

United’s chief executive, Oscar Munoz

In an 11-page report, United Continental Holdings Inc. UAL, +0.51% sought to give a more complete account of the events—including previously unreported details—that led to the April 9 dragging by aviation police of Dr. David Dao from a commuter flight. It said the incident, which sparked international outrage, exposed key gaps in various areas of customer service that the company promises to address this year.

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