Airline bosses: we must apologise immediately for BA-style crises

United Airlines chief says industry has to be ‘more communicative’ as other CEOs say they must react within 15 minutes

Airline bosses should apologise instantly, roll up their sleeves and join the passengers next time they suffer a British Airways-style PR crisis, executives have advised.

Speaking at the International Air Transport Association’s annual summit, Oscar Munoz, the chief executive of United Airlines, who was lambasted for his non-apology to a passenger who was injured when forcibly removed from an overbooked flight, said: “We have to become more flexible and more communicative about things.”

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