United 's CEO tries to show the airline cares about customer service
- 9 years ago
United Airlines CEO Oscar Munoz looked straight into the camera, and apologized.
"Let's be honest, the implementation of the United and Continental merger has been rocky for customers and employees.
While it's been improving recently, we still haven't lived up to our promise or our potential," he said in his video message.
He paused.
"That's going to change."
Since he took over in Sept. 8 , Munoz has been working his way through the airlines' network to canvas employees for concerns and to see first-hand long-standing customer and employee complaints.
In a letter to his staff, Munoz promised he's been listening intently to internal feedback.
"I recognize that the journey hasn't always been smooth and it won't be fixed in a day," Munoz said in the memo.
"Let's be honest, the implementation of the United and Continental merger has been rocky for customers and employees.
While it's been improving recently, we still haven't lived up to our promise or our potential," he said in his video message.
He paused.
"That's going to change."
Since he took over in Sept. 8 , Munoz has been working his way through the airlines' network to canvas employees for concerns and to see first-hand long-standing customer and employee complaints.
In a letter to his staff, Munoz promised he's been listening intently to internal feedback.
"I recognize that the journey hasn't always been smooth and it won't be fixed in a day," Munoz said in the memo.