Rovinescu's response to customer issues is utterly wrong and disgusting. There should first be an acknowledgement that the practice of overbooking is fundamentally and morally wrong and will be discontinued immediately. Secondly, there needs to be an apology and an appeal to future customers guaranteeing them a more appropriate flight experience. Rovinescu's refusal to acknowledge, act, and apologize for this is deplorable. We need legislation to curtail overbooking.