United took great strides yesterday towards wrapping up the unfortunate incident that occurred when Dr. Dao was forcibly separated from his seat and dragged off his Chicago to Louisville flight.
First, they announced ten policy changes that are designed to insure this type of thing never happens again. Then they reached an undisclosed settlement with Dr. Dao, allowing them to avoid dragging the case out in court. And finally they sent another email to customers in which they again apologize for what happened, acknowledge some shortcomings that led to the situation, and promise to do better.
Here is the letter from Oscar Munuz in its entirety: