Category Archives: United Airlines

United Airlines is still suffering fallout from its disastrous handling of the UA3411 incident. In a letter to United’s “most valued” customers, CEO Oscar Munoz apologizes and vows to reform the customer service experience. Here’s the letter, sent to me...

A signature element of United Airlines’ business class service on transcon and longhaul flights is ice cream sundaes. But if you have flown United this week you may have noticed sherbet served in a paper container rather than the usual sundae. As part of...

Cruel and heartless customer service or merely protecting the integrity of the business class cabin and stopping a scammer from trying to upgrade? That’s one question surrounding another United Airlines story that will leave you feeling sad. But the greater...

In light of the disastrous UA3411 incident, it seems that people are a sensing an opportunity to take advantage of United Airlines. Or maybe United is still just tone deaf. A married couple embarking on their honeymoon to Costa Rica was thrown off...

Apparently United Airlines CEO Oscar Munoz paid visits to Japanese and Chinese consumes this week in the aftermath of the UA 3411 controversy. Although United has thus far not responded for my request for comment, I’m told that Munoz visited Japanese and...

The United Airlines Board of Directors has been silent this week over the UA3411 controversy. Until now. In a letter directed to employees, the Chairman Robert Milton offers his take on what happened and what United will do about it. The...

I’ve stood by embattled United CEO Oscar Munoz throughout the passenger dragging incident saga, but one issue puzzles me–who is telling the truth on reaching out to Dr. Dao? Earlier today I wrote about the elaborate press conference staged by...

The pageantry of a made-for-TV legal case was on full display yesterday, as Dr. David Dao’s lawyers used a carefully staged press conference to lay out their case against United. Here’s the press conference — 1hr in length — In the...

Leadoff questions: if the treatment of Dr. David Dao was so immoral, why didn’t any of his fellow passengers try to stop it or also leave the flight in protest? In discussing this issue with my wife, a psychology...

Want to help United Airlines avoid another #leggingsgate or #bumpgate? Now’s your chance! The carrier is hiring a Public Relations Manager. You can read the full job description here, but I do find the opening paragraphs of the job...

A new video has surfaced documenting the words exchanged between Dr. David Dao and Chicago Aviation Police prior to Dao’s removal from a United flight on Sunday. Here is the video, which shows a belligerent yet paradoxically calm Dao speaking...

United CEO Oscar Munoz appeared on ABC’s Good Morning America today as the first stop on his apology tour for the passenger dragging incident. The seven minute interview is worth a watch– Munoz is guarded in his words, yet does...

Here we go again. A California man was threatened with handcuffs if he failed to relinquish his first class seat on a United flight from Lihue to Los Angeles. The reason? His seat was needed for a “more important” passenger....

It took United Airlines exactly one day to realize it was fighting a losing PR game. In a stunning (but hardly surprising) change in tone, CEO Oscar Munoz is now unequivocally apologizing for the passenger ejection on Sunday that left...

Wow! Details about the doctor thrown off the United Airlines flight on Sunday are emerging. He’s quite a character, but I’ll explain why we should not become sidetracked by his past. I do approach this topic cautiously. Surprisingly perhaps, what...

Oscar Munoz, the United Airlines CEO who overcame a heart attack and heart transplant surgery, may not be able to overcome an incident that has galvanized the nation and indeed the world. Is Munoz in danger of losing his...