United promise changes to policies to improve services

  02 May 2017

By: L.N. Reklai

Responding to a lot of bad press United Airlines received from forcefully removing a passenger from one of their planes, an email letter signed by United CEO Oscar Munoz to all United Mileage Plus customers, promised to change how United “fly, serve and respect their customers.” [restrict]

Apologizing for the incident that occurred, Munoz admitted that “we broke the trust when the passenger was forcefully removed from one of our planes and we can never say we are sorry enough.”

Promising action, not just words, the email state that their policy for rebooking will be changed.  They will no longer ask law enforcement to remove customers from flight and passengers will no longer be required to give up their seats once on board except for matter of security and safety.

Additionally, he promised to increase incentives for rebooking for up to $10,000 and eliminate red tape on permanently lost bags with “no-questions-asked” $1,500 reimbursement policy including on the spot goodwill gestures when the experience misses the mark.

The goal for the company is “nothing less than to make you truly proud to say “I fly United” states Munoz in the message. [/restrict]