United Airlines CEO, Oscar Munoz, has issued an apology to his employees and customers, promising better working conditions as well as improved relations with the company’s frequent fliers. Munoz took control as CEO on September 8 and has since stated that changes need to be made to improve a number of faults left by the previous administration.
He has written a statement promising upcoming improvements in an advertisement published in 13 magazines across the country. He has also opened a new website, UnitedAirtime.com, encouraging customers to leave their thoughts, reviews and ideas on what needs to be changed.
Many have welcomed the new administration’s asserted dedication to improve on both customer care and ties with its employees. In 2013, customer complaints were at 2.14 for every 100,000 fliers and have only increased in the successive year to 2.71. Last year, the company’s popularity plummeted to a new low, with a rating of 3 out of 10 on Skytrax.
United Airlines has been the subject of controversy not only in customer and employee satisfaction, but also on serious charges which led to a federal investigation. Former CEO Jeffery Smisek resigned on allegations that, under his leadership, the airline was giving preferential treatment to a former chairman of the agency that operates the airports in the New York area who has political ties with New Jersey Governor and presidential candidate Chris Christie.
The new CEO has also said that the merger with Continental, in 2010, “has been rocky for customers and employees” alike. It was then that the United Airlines Company suffered a setback, which persisted well into 2014, when its quality rating dropped to -1.62 from -1.43 the previous year.
Munoz’s promises to reshape the company towards a better image are much needed at a time when United Airlines became one of the least favorable major airliners in the country. The new CEO stated that changes will be made from the top of the hierarchy in order to ensure that all ties with the previous administration have been cut off. Munoz mentioned the idea of dismissing corporate consults and instead collaborating with employees directly in containing costs.
Regular customers of UA have been more than pleased with the new leadership’s promises and commitment to improvement. Frequent fliers are now awaiting action, so that the beginning of a new and refined experience with United Airlines can finally take off.
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