Shortly after a video of a United Airlines passenger getting dragged off an overbooked flight went viral, the company CEO sent a letter to staff defending the actions of the officers. The passenger, who has since been identified as Dr. David Dao, an internal medicine specialist. 

Although Dao was bloodied and traumatized during the terrible ordeal, United CEO Oscar Munoz said the officers "followed established procedures." At some point in the letter to staff, Munoz called Dao "disruptive and belligerent."

Munoz added the crew "were left with no choice but to call Chicago Aviation Security Officers to assist in removing the customer from the flight," Munoz wrote. He also said the passenger "continued to resist — running back onto the aircraft in defiance of both our crew and security officials."