He said the matter was severe and affected the airline's image. He had ordered an investigation and would ensure such an incident did not occur again. "I express sorrow and apologise to all passengers...
Airline management rely on this all the time, overbook and then in front of the gathered throng state to the passengers the downgrade is because crew 'want' the seat...
Really simple, honour the contract instead of trying to lever through the duplicitous media.