United Airlines will not use law enforcement officers to remove overbooked passengers from aircraft following outrage over a video that showed a forcible removal of a Chicago passenger.
Chief executive Oscar Munoz told ABC News the problem resulted from a "system failure" that prevented employees using "common sense" in the situation.
He said he had no plans to resign over the incident that has drawn condemnation around the world.
Munoz profusely apologised to the passenger, his family, passengers and the airline's customers.
"This can never, will never happen again," he said.
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