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Actions Speak Louder than Words (United Airlines E-mail)
United Airlines E-mail ^ | 28 April 2017 | Oscar Munoz

Posted on 04/28/2017 5:47:41 AM PDT by drop 50 and fire for effect

NOTE: The link is to the public statement on the Dr. Dao incident by United. Complementing that public statement, United Airlines CEO Oscar Munoz emailed United MileagePlus members about that incident and what United intends to do in the future. It is posted for general information and comment.

Dear Mr. XXXX,

Each flight you take with us represents an important promise we make to you, our customer. It's not simply that we make sure you reach your destination safely and on time, but also that you will be treated with the highest level of service and the deepest sense of dignity and respect.

Earlier this month, we broke that trust when a passenger was forcibly removed from one of our planes. We can never say we are sorry enough for what occurred, but we also know meaningful actions will speak louder than words.

For the past several weeks, we have been urgently working to answer two questions: How did this happen, and how can we do our best to ensure this never happens again?

It happened because our corporate policies were placed ahead of our shared values. Our procedures got in the way of our employees doing what they know is right.

Fixing that problem starts now with changing how we fly, serve and respect our customers. This is a turning point for all of us here at United – and as CEO, it's my responsibility to make sure that we learn from this experience and redouble our efforts to put our customers at the center of everything we do.

That’s why we announced that we will no longer ask law enforcement to remove customers from a flight and customers will not be required to give up their seat once on board – except in matters of safety or security.

We also know that despite our best efforts, when things don’t go the way they should, we need to be there for you to make things right. There are several new ways we’re going to do just that.

We will increase incentives for voluntary rebooking up to $10,000 and will be eliminating the red tape on permanently lost bags with a new "no-questions-asked" $1,500 reimbursement policy. We will also be rolling out a new app for our employees that will enable them to provide on-the-spot goodwill gestures in the form of miles, travel credit and other amenities when your experience with us misses the mark. You can learn more about these commitments and many other changes at hub.united.com.

While these actions are important, I have found myself reflecting more broadly on the role we play and the responsibilities we have to you and the communities we serve.

I believe we must go further in redefining what United's corporate citizenship looks like in our society. You can and ought to expect more from us, and we intend to live up to those higher expectations in the way we embody social responsibility and civic leadership everywhere we operate. I hope you will see that pledge express itself in our actions going forward, of which these initial, though important, changes are merely a first step.

Our goal should be nothing less than to make you truly proud to say, "I fly United."

Ultimately, the measure of our success is your satisfaction and the past several weeks have moved us to go further than ever before in elevating your experience with us. I know our 87,000 employees have taken this message to heart, and they are as energized as ever to fulfill our promise to serve you better with each flight and earn the trust you’ve given us.

We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve.

With Great Gratitude,

Oscar Munoz

CEO

United Airlines


TOPICS: Business/Economy; Culture/Society
KEYWORDS: service; transportation; travel; unitedairlines
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I could not find the email I received on a public page. I think that the text of the email is worth FReepers review.

My take: I thought this was a good note, up to the point 3/4 of the way down when he started talking about "corporate citizenship" and "social responsibility." That tells me that he does not recognize the real problem.

United's issues are not due to amorphous issues like those. The fundamental problem is that their customers do not believe that they are receiving the product and service quality commensurate with the price they pay for that product and service.

Some of what he announces in this letter address problem that at the margins, but it does not address the overall issue.

Thoughts?

1 posted on 04/28/2017 5:47:41 AM PDT by drop 50 and fire for effect
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To: drop 50 and fire for effect

This is the same guy who initially had commended his employees for dealing with an unruly passenger. Zero credibility IMO. I will continue to avoid flying United.


2 posted on 04/28/2017 5:54:28 AM PDT by CASchack
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To: drop 50 and fire for effect

I enjoyed my copy of the email. That email and the quick settlement where $10 million had been offered and refused, tells me that United sees this as a public relations nightmare of big proportions.

Coupled with the termination of the O’Hare Chief of Security announced yesterday and the frantic action by other airlines to differentiate their brands the email suggests to me that there are going to be some changes in the way passengers are treated by the airlines. It may not get all the way to excellent customer service but the worst abuses may be curtailed. Thank you Dr Dao.

http://www.chicagotribune.com/news/local/breaking/ct-aviation-jeffrey-redding-met-20170427-story.html


3 posted on 04/28/2017 5:57:05 AM PDT by JayGalt
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To: drop 50 and fire for effect

“That’s why we announced that we will no longer ask law enforcement to remove customers from a flight and customers will not be required to give up their seat once on board – except in matters of safety or security.”

They will make an out of court settlement with Dr Dao and as a favor to United, in lieu of that settlement, Dr Dao will withdraw any suit against the police (lest the police counter sue United for being called in when they shouldn’t have been).


4 posted on 04/28/2017 5:58:34 AM PDT by Wuli
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To: JayGalt

Airlines are the only business that sell a seat to more than one person. They need to eliminate that practice or make monetary offers that are acceptable for people to volunteer. Once you go over $1000, people will take the money! Its part of the cost of doing business for an airline if they sometimes have to move a crew on short notice and take seats from paying passengers.


5 posted on 04/28/2017 6:02:39 AM PDT by bigtoona (Make America Great Again! America First! Th)
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To: Wuli

You are prophetic. Both those are already in place.
http://www.chicagotribune.com/business/ct-united-passenger-dragging-settlement-0428-biz-20170427-story.html


6 posted on 04/28/2017 6:02:45 AM PDT by JayGalt
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To: bigtoona

And a lot less expensive than a large settlement or jury award. Not to mention the PR hit.


7 posted on 04/28/2017 6:03:46 AM PDT by JayGalt
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To: drop 50 and fire for effect

I received this yesterday as well. I see it as Munoz eating crow to try to make up for his arrogant initial response. Yum!


8 posted on 04/28/2017 6:05:28 AM PDT by Sans-Culotte (Time to get the US out of the UN and the UN out of the US!)
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To: JayGalt; drop 50 and fire for effect

The proof will be in the pudding, as they say. We’ll see where United is six months from now, and whether they have recovered from this publicity nightmare they’ve brought upon themselves.


9 posted on 04/28/2017 6:07:55 AM PDT by COBOL2Java ("Game over, man, game over!" (my advice to DemocRATs))
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To: drop 50 and fire for effect

All airlines -that maintain an “over-booking” policy- should offer, as ^^initial^^ incentive, 2 RT-tickets (non-transferable) to/from any destinations in the lower-48.

Next? Allow ‘negotiation’ on individual tickets.
To wit, Cletus will give up his ‘over-sold’ seat for an RT-ticket to Hawai’i, good for 6 months; use-it-or-lose-it.
Correspondingly, Cletus would also give up his seat and accept 2 RT-tickets for Mr.&Mrs. Cletus to make a trip back to Mittengan to see family.

I don’t want $ca$h$ from the airlines, I want THEM to give me travel in exchange for my agreement to get off the plane and wait for the next available flight [or even re-schedule with another airline and pay that fee]. No skin off their nose.


10 posted on 04/28/2017 6:09:10 AM PDT by Cletus.D.Yokel (Catastrophic, Anthropogenic Climate Alterations: The acronym explains the science.)
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To: JayGalt

Now for the TSA.


11 posted on 04/28/2017 6:11:29 AM PDT by ican'tbelieveit
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To: bigtoona

They also MUST announce that they are moving a flight crew to the destination to make certain the flight out-bound will be on time.

Many travelers understand this and will be willing to give up their seat in consideration of fellow travelers (provided they have time...)

Note my previous post, in retrospect.


12 posted on 04/28/2017 6:12:39 AM PDT by Cletus.D.Yokel (Catastrophic, Anthropogenic Climate Alterations: The acronym explains the science.)
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To: Sans-Culotte

Nice to watch him eat crow, but I don’t think he understands why customers are upset. That paragraph toward the end doesn’t indicate that they are going to work hard to improve the value customers receive, instead they put a “social justice” band aid on in order to improve their image.

“Oh look honey, we’re stuck on a hot tarmac for hours, and we’re going to miss our connecting flight and ruin the vacation. But at least there is an interracial gay couple on the cover of the magazine! Isn’t that nice?”


13 posted on 04/28/2017 6:13:56 AM PDT by drop 50 and fire for effect ("Work relentlessly, accomplish much, remain in the background, and be more than you seem.)
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To: drop 50 and fire for effect

I will not fly United anymore.


14 posted on 04/28/2017 6:17:40 AM PDT by seawolf101 (Member LES DEPLORABLES)
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To: drop 50 and fire for effect

Many airlines, United especially, show on each and every day that their customer is their biggest annoyance in life. I’m surprised that they have not yet been issued real cattle prods, since they view and treat passengers like cattle being hauled to market. I am so glad I have been airline free since 2012, and sincerely hope I never have to fly again.

I despise United and have for decades based on my experiences having flown with them. Their culture is strong and deep and is not about to change from surly and customer-loathing.


15 posted on 04/28/2017 6:18:17 AM PDT by rigelkentaurus
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To: JayGalt

Jeffrey Redding, the city’s deputy aviation commissioner of security, was fired.

Redding was fired from the Chicago Tollway in August 2016.

Just wait, in a few months this clown, Redding, will be hired by the Chicago Public Schools.

It is very common for the government to pass their rejects around the system at the taxpayers expense.

Drain the Swamp.


16 posted on 04/28/2017 6:18:35 AM PDT by Presbyterian Reporter
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To: bigtoona

“Its part of the cost of doing business for an airline if they sometimes have to move a crew on short notice and take seats from paying passengers.”......

All airlines should take heed and consider what this mess has financially cost United. In hind sight, perhaps hiring a private airline to shuttle these crews where needed (very infrequent with good equipment and management) it would be much less costly. One hell of an expensive lesson.


17 posted on 04/28/2017 6:28:35 AM PDT by DaveA37
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To: drop 50 and fire for effect

United has long sucked. I doubt the chicago incident changed many peoples opinions.


18 posted on 04/28/2017 6:52:32 AM PDT by posterchild (Treade a worme on the tayle, and it must turne agayne.)
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To: drop 50 and fire for effect
I believe we must go further in redefining what United's corporate citizenship looks like in our society. You can and ought to expect more from us, and we intend to live up to those higher expectations in the way we embody social responsibility and civic leadership everywhere we operate.

*******************************************************

In other words, I read this that they are going to tag along with the Social Justice Warriors & Envirowhackos in an effort to fit in, get along & look like they're doing something important for "society". They'll probably be giving JC Penney, Target, Starbucks, et al a run for their money .... with worse results. They should focus their efforts on the airline business & strive with herculean effort to make United the BEST in the business. Since they have such a long way to go from the bottom of the barrel, dabbling in SJW issues or anything else unrelated to their business of flying customers is a waste of time/money.

19 posted on 04/28/2017 7:06:04 AM PDT by Qiviut (Obama's Legacy in two words: DONALD TRUMP)
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To: drop 50 and fire for effect

They need to change out their cabin crews. Got routed on United coming back from Europe. It was like flying with a bunch of crabby old aunts..


20 posted on 04/28/2017 7:08:38 AM PDT by Jimmy Valentine (DemocRATS - when they speak, they lie; when they are silent, they are stealing the American Dream)
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