Dear LUCAS
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