United Airlines will no longer use law enforcement officers to remove overbooked passengers from aircraft, said the company's chief executive, who added he was ashamed when he saw videos showing a passenger dragged from one of its flights.
"Our employees followed established procedures for dealing with situations like this", the CEO wrote in his first comments, saying that United was sorry that some passengers had to be "re-accomodated".
Munoz said he plans to take a look at how United uses law enforcement on planes after seeing how Dao was forcibly removed, causing him to hit his head and bleed from his mouth. "We can't do that".
It's worth pointing out that Dao wasn't pulled from an overbooked flight, but one on which the staff decided that they wanted to make room for another employee.
"Currently, (Dao and his family) are focused only on Dao's medical care and treatment", Chicago-based lawyer Stephen Golan said in a statement.
As heartfelt as Munoz's talking points were, however, ABC News correspondent Rebecca Jarvis was quick to ask why the United CEO hadn't expressed similar sentiments in his first apology - let alone the internal company letter that leaked.
Asked if he would stand down, Mr Munoz said: "No". "No one should be treated that way", he said.
Munoz offered an apology to Dao, his family and other passengers on the flight.
The attorneys also want United's protocol for the removal of passengers, as well as the personnel files of the officers from the Chicago Department of Aviation who removed Dao from the plane. In an initial statement that drew a torrent of criticism, Munoz concentrated on this aspect of the incident and not on the violence inflicted upon Dao. "This is on me; I have to fix that, and I think that's something we can do".
In this case, the passengers were on the plane when the airline had to bump four people to another flight.
United spokeswoman Megan McCarthy said the passengers can take the compensation in cash, travel credits or miles.
"I was anxious about what a physical altercation would entail with us sitting directly behind him and if the officers were armed in a tiny, confined space", she said.