United Airlines CEO issues email apology to frequent flyers and rewards members
Safe to say that everyone worldwide knows about the infamous incident that happened earlier this month when a passenger on a United Airlines flight was forcibly removed from an overbooked flight leaving Chicago.
What shocked most, however, was the what seemed to be an apathetic attitude on behalf of United's CEO and management team.
SEE ALSO: United to offer passengers up to $10,000 to surrender seats
But now, it seems as though CEO Oscar Munoz is attempting to reverse the initial impressions the company made with displeased customers and patrons by issuing a formal email sent to United frequent flyers and MileagePlus members on April 28.
The email, ironically sent with the subject line "Actions Speak Louder than Words", begins with a few sentences ensuring United customers just truly how important they are to the company before diving head first into addressing the rather large elephant in the room:
"Earlier this month, we broke...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."
Following what some might call the understatement of the century, Munoz goes on to explain exactly what those concrete actions will be:
"...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."
Seems like a solid place to start.
The email then goes on:
"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."
Now we're talking.
Here's the email in full:
Though it's impossible to reverse the damage done due to the incident, taking a step in a positive direction is certainly the a solid start — one that probably should have come sooner.
Munoz continues:
"...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."
We're interested to see what those next steps will entail.
The letter is signed "With Great Gratitude" (the capitalization really emphasizing the sentiment there) by Munoz himself, holding himself to the standards that were set in the above letter.
Here's to hoping the future for United is better than the recent past!
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