Scott Kirby, the CEO of United Airlines, has two goals: make United the biggest and the best airline in the world. While United’s fleet growth plans very well may objectively make it the largest airline in the world, Kirby believes that United is already the best airline in the world.
United Airlines CEO Declares Mission Accomplished, Claims United Is Already The “Best” Airline In The World
Kirby turned eyes in 2022 by repeatedly asserting his goal that United become not only the largest airline in the world (which is objectively measurable by a number of factors), but also be the best airline in the world. Now he is declaring “mission accomplished.”
In a New Years’ message to staff reviewed by Live and Let’s Fly, Kirby made the case, drawing upon United’s recent handling of winter weather to argue that United has already become the best airline in the world:
Happy cold and difficult holidays, team.
I wanted to take a moment to thank you for all that you’ve done over the past week — during what’s been the most challenging weather event I’ve witnessed during my career in aviation. The entire United team really rose to the challenge, and while we weren’t perfect, I think we were the best run airline in the country, especially given our geography and the winter storms hitting Denver, Chicago, Newark, Dulles and all of our line stations.
Our team really came through better than anyone could have expected — connecting more than 90% of our customers with their friends and family. And that’s thanks to all of you and your hard work. You volunteered to pick up extra trips. You braved the brutal cold on the ramp. Above and below the wing, you took care of our customers, and thanks to the teams in the NOC, SOC and crew scheduling, you put schedules back together to get people home.
I often say we’re building the biggest and best airline in the history of aviation. And with our United Next order, we will be the biggest in the near future. But in my estimation, we’ve already become the best airline in the world and it’s our challenge for 2023 to continue to get better and raise the bar every year.
I hope you can enjoy some time with your loved ones.
Happy Holidays, and thank you, all.
Scott
Of course, being “best” is inherently subjective and so Kirby can get away with claiming this. But is his claim serious?
Indeed, United should be commended for the excellent way it handled the winter storms. But that does not make United best, because American and Delta also handled the storms quite well (and also have weather-prone hubs).
Unlike some naysayers, I do believe that United Airlines can be the best airline in the world. It already has many elements in place, including:
- a superb domestic and international route network
- an updated fleet of aircraft with power ports and wi-fi and a refreshed interior (this remains a work in progress)
- a solid loyalty program
- an impeccable record of safety
- the best business class bedding in the sky
- an industry-leading mobile app
What United must improve upon is service and catering onboard. This matters if United wants to be taken seriously when claiming the title of the best airline in the world. That starts with flight attendants who do not just go through the motions but proactively serve passengers with such compassion and attentiveness that people have to pinch themselves to be reminded they are on a US carrier.
Catering must also improve. United is laying the foundation with pre-orders on select domestic routes, but pre-orders should be available on all routes. Furthermore, the food must rotate more often, ingredients must be fresher, and the presentation improved.
Nothing here is insurmountable.
CONCLUSION
Kirby is already claiming “mission accomplished” when it comes to United being the best airline in the world. His celebration his premature: he would be wise to learn from others that there is more work to be done before claiming victory. But importantly, with the right ingredients that goal truly is possible. Hopefully United will work toward it in 2023.
image: @scottkirby / Instagram
How did “Mission Accomplished” work out for GW Bush? Other than possible morale issues, there is no benefit for making a statement like this. Making it the goal is a much better choice.
United the best airline in the world?
Is Kirby deluded or just simply mad?
Not sure of Kirby’s diagnosis, but he needs to chat with passengers. From 11/21-6/22 I had the misfortune of flying UAL in POLARIS on 3 transcon segments (LAX-EWR) & 3 Trans-Atlantic (EWR-FCO & EWR-BCN-EWR). All were infuriating awful. Among the issues: FA’s that scowled and didn’t offer any service after meal service, 2 hr 20 min hold on tarmac after landing at EWR awaiting a gate, broken armrest on a new 989-9, 2 meals on International leg served in foil pan used during heating as the plane was “under catered” with dishes, large sections of paint peeling off of fuselage, to name just a few. As a result, I made Silver, but it’s tarnished. Shame on United and Kirby.
Scott Kirby is a delusional media hound. Period. I’m not sure his rank and file will agree with his assessment. And, from the sound and looks of a lot of AvGeek reviews of United, the airline has a long way to go to become the ”Best Airline in the World.” Matthew, I like your blog, but you do seem to have a bias when it comes to reporting on United.
Is Kirby in an echo chamber with his sycophant staff?
What actual metrics are they using to be considered the best?
Honestly, there are metrics that can be used to rank the airlines, so what has he used to determine they’re already the best?
Or is this a case of a parent saying to everyone that their kid is the best, while everyone else just rolls their eyes?
In a world with Emirates, Qatar, Singapore, Cathay, Etihad, Air New Zealand and many more like Turkish, Swiss or Qantas this statement is just insane.
I fly around the world three times a year.
Never on a US airline. Why. Service.
All excellent airlines but limited in reach.
Turkish flies to more countries than any other airlines. How much reach do you need?
No they all take you everywhere, you don’t need a us airline to take you to places, maybe within america/domestically, but worldwide you can take other airlines and you’ll cover every single country on earth with the best quality. And we’re talking about quality not about reach anyway
He is NOT insane. In my opinion he is a dirty scum bag lying through his teeth. What a disgusting comment, there is no way United is anywhere near being the best airline in the world. When a CEO stoops this low to make grotesque claims of being the best compared to the far superior competition, he has zero credibility to me and I would question every single thing he says.
If Kirby actually believes UA is now the BEST…hmm, then we’re really screwed!!!
This man is delusional.
UA isn’t even the best domestically. Wasn’t even the best performing during the Christmas weather meltdown (DL was the best, statistically)
UA isn’t even in the top 5 best in its own alliance – if I would fly *A it’s because of UA’s partners.
Newark is a shethole compared to JFK.
The food looks middle-school cafeteria grade (at least when you post pics, Matthew). Jeez, I can go on. But Kirby’s hubris is laughable
“Nothing here is insurmountable.”
I would say that the soft product issues is a culture issue and is a much harder to overcome than simply buying and flying the shiniest 787s.
You hit it right on the head regarding catering. Pre-order on all flights is wayyyy overdue. Additionally, the Polaris food and beverage options need to be improved. UA though is running a good operation these days .
I’ve only had mediocre to terrible service experiences on United for 30 years. However, my last two flights on United, 2020 SFO-DEN and 2022 SFO-DFW, had what I thought was world class service, rivaling the very best experiences I’ve had on Asian carriers. I assumed these experiences were exceptions rather the rule, but it was encouraging.
They still tend to be the exception, but I did not have a single “bad” United flight in 2022. There has been improvement but the job is not done. Glad to hear about your two recent positive experiences.
I gave up on United a long time ago, but started flying with them again after reading some of the positive stories on your blog, Matthew. And, I’m thankful that I did (both finding your blog and rediscovering United).
You lack objectivity with regards to UA . Blogs like yours are totally aligned with certain brands and under the guise of objectivity present outrageous claims such as Kirby’s in a pseudo objective article.
Lol. *Whoosh*
Kirby is a master in BS. He doesn’t look at his own tail when going out and vomiting words that are simply embarrassing. This guy is delusional.
His Bravura and Ego make me sick to my stomach. Speak softly but carry a big stick.
Please, get back to running a great carrier, not bullshitting yourself and the public.
He may have great talents at his job but for the gods stake, STFU.
Yes, UA is my preferred airline, and I’ve got the 1K to prove it. I rarely have disappointing flights on UA (and those are heavily concentrated on a certain UAX carrier who becomes an ex-UAX carrier in March as well as flights on their shabby A319s). I can even be called a United fanboy and not deny it. But it’s not the best. It is better than all other carriers in North America thanks to their Star partner Air Canada’s precipitous decline. Worldwide, no.
Obviously, catering and service are at the top of the list. All the entrees right now in J and F look like plates of dog sick and are barely digestible. When I have to fly in Y, most of the time the FA acknowledges me as being a 1K and offers me my free snack and drink, but it’s inconsistent, and in general, the treatment of people in Y could be improved.
The app is great, but one thing that’s missing from it is the ability to apply upgrades directly from the app without being shunted to the website. It would make life easier.
As for getting through the recent “incident”, I was trying to get back to Chicago from Newark on 23 December. I am still recovering from that nightmare. A flight change that I triggered in a futile attempt to get back earlier, six gate changes, a distinct lack of information, no gate agents, and a pair of very angry crews at one point does not really inspire confidence. I should be grateful I actually got home. Ten hours late, but still home.
So, no, Mister Kirby, United is not “the best”. Not yet. It’s made significant improvements, admittedly. But you have to be able to resist your America West DNA and not nickel-and-dime the improvements to death.
Draft Gordon Bethune.
From someone who is old enough to see and experience Continental go from Worst to First,
Matthew you are correct, UA has the bones, but the UA CEOs as of late are from the management by spreadsheets group and not the customer service group.
Gordon was imperfect, but he is a hell of lot better than Smisek and Kirby.
Hell Larry Kelner would be a better CEO than Kirby and Smisek.
You forgot Munoz. Then again, we’ve all forgot Munoz. But you have demonstrated that UA is on an upward trend. Going from Smisek to Munoz to Kirby cannot be seen as anything but an improvement. We just need to prevent Kirby from drinking the Mister Hyde potion so that his America West/US Airways tendencies don’t emerge.
Munoz seems to have changed at some point and the cutbacks to the soft product started under Munoz and has continued under Kirby.
They tried to draft Bethune a few years ago
Frank Lorenzo threw a hissy fit and reminded everyone that is hedge fund still owns a “substantial” number of shares. The Bethune speculation immediately ceased
I didn’t realize that Lorenzo disliked Bethune, I would have thought that Lorenzo made money under Bethune’s stewardship.
CO did well under Bethune and Kellner.
To be clear, I am not doubting you, just surprised.
https://www.thestreet.com/opinion/let-oscar-munoz-run-united-says-frank-lorenzo-who-built-continental-13493307
Bethune did write a book that wasn’t exactly complimentary of Lorenzo. Probably ego getting in the way
Until the day I died I will be wondering why UA did away with all things Contineltal Airlines the # 1 airline. All of Contineltal Airlines management when to work for Delta Airlines , guess who is #1 now? DELTA!!!
The best airline in the world would not allow United Express to use CRJ200 or replace E175 with CRJ900’s
Actually, UA is offloading Air Wisconson CRJ200s to AA. Besides, Delta uses CRJ200s and AA will.
My 2022 flights on United were actually good, in some cases, great, and the carrier has come a long way from the depths of its operational misery, but it is a long way from being the “best airline in the world”, whatever that means, and still has a number of challenges that aren’t entirely in its span of control, but degrade the experience of flying on United. Here are a few:
1). Polaris catering is abysmal. Domestic First catering, equally bad. The service elements, including plating, and the food itself is terrible.
2). Some of its hubs are a drag on operations, specifically Newark and Chicago. EWR is a mess in peak summer, with not enough places to park planes, and UA customers often endure 2-4 hour delays because it can take that long to move a plane from one end of the airport to a gate to departure. Newark is also a terrible place to fly out of or connect through in everything from bad weather to moderately bad weather. Chicago is also problematic.
3). Replacing 38 or so E175s for CRJ900s through a partner swap is not so great. The E175 is a much more pleasant experience than the pencil that is the CRJ900 and its cabin architecture.
United has never been better run but it remains a far cry from being an outstanding airline. It has simply achieved a lot that many never thought possible and has narrowed the gap with Delta on a number of metrics. It is not the industry’s bell weather though.
Speaking of the Best airline in the world, can someone please explain to me exactly what is the criteria involved at Frankfurt airport to differentiate between assigning handstands and actual gates. Who or how gets to decide why some UA wide bodies are both deplaned and boarded out in the cold rain. Is this because UA chooses to pay less by doing so?? Or is this Fraport’s own doing by being facetious and cheap? What are the operational and technical logistics behind these decisions. It is my impression they are working very unfavorably against UA, making it look very bad. IMO. Somebody please?
This is a good question that I will try to find out. Agree – very annoying to land at a remote stand and deplane in the rain.
That is most likely an FRA thing, drcisions are made by FRA, and nothing to do with United. Hardstands for UA international arivals are not much of a thing when it comes to other airports like Munich, Heatrow, CDG, etc.
Years ago, UA used remote stands at Berlin Tegel airport for both departures and arrivals….in the rain and wind and cold.
Help us all…indeed the catering is far far short of what’s needed for premium cabin
I’d like to know what he is smoking.
Lol, if that’s the tone he needs to continue to reinforce and set for the entire UA team in order for them to repay the US Govt and its taxpayers back for the billions of dollars in aide they received, and are looking to receive then so be it. UA is farrr from being the best, but I’m hopeful they will turn a leaf soon in their catering department too. In 2022 I flew a lot between GUM and HNL, and ate the same meal on every flight; very disappointing and sad. UA, you’re climbing the ladder at an appropriate pace, but you need to pick up the steam a little and improve as many comments in this post consistently reflect. You’re leap years behind AA and DL in that regard.
Happy New Year, Matthew and team.
AA is falling behind UA. They have gutted their 737s and A32 of IFE
He must be flying high and smoking something.
I take the cheapest seat with the fastest travel time. And yes United has this but I wouldn’t rate it for anything else for food or entertainment or anything else.
Frankly, your above bullet points could be applied to American and Delta too.
Indeed.
The Best in history? Someone needs to tell him that he’s not supposed to drink the bong water. Insanely stupid statements like this just look pitiful.
I want his dealer’s name because he’s smoking some great stuff.
I’m a loyal UA flyer. Is it the “best”? Depends how and who is measuring. Last year, I booked international economy tickets through United and flew on two of its partners: ANA & Lufthansa. Both had better in cabin service and “regular folk” lounges. But for me, their routes offer a better deal so I’ll prefer them, but don’t expect me to pop open a bottle of champagne about this proclamation.
Their domestic network is laughably weak and they are (self admitted) 5-10 years behind peers in upgauging. They use 50 seaters on extremely long routes. Their loyalty program isn’t as good as aadvantage. They’re marginally more operationally sound than AA and not even close to DL. Their onboard experience is extremely inconsistent. So no, they are not best. Not even close. To suggest otherwise is silly
Also, I can imagine Kirby making the same smarmy mug like in the first photo as he proclaims that his airline is better than the likes of SQ, EK, QR, NH, JL. Very funny!
Attainable, but the mission remains in front of them.
It’s one thing to believe in your product Scotty but to declare “mission accomplished” is rather delusional at this moment in time. I’d just you change your beverage to a cup of strong black coffee … and have several cups of it to come down from your self imposed high. I’d also recommend that you get a copy of the book “Ego Is The Enemy” by Ryan Holiday.
Many years ago I lived in SFO and became 1K with United. Despite what many said, I had 99% positive experiences with the airline and still consider United my second preferred US airline today (the first being DL, simply because of where I live). This year I had two no-status economy flights with UA on the west coast and was very happy with the experience – on time, friendly service, easy.
Having said that, UA’s polaris product looks awful at the moment due to the poor catering. Everything about the experience looks pathetic – bad quality meals, horrible casserole dishes (i.e., terrible presentation), cheap bottom shelf wine, poor selection of meals that never changes. I can’t believe that consumers in places like SFO and NYC (big foodie cities!) accept these bottom of the barrel options.
United does have the best hubs, the best international network, and solid and improving operations. Fixing the catering and onboard service should be the easy part, if only they’d spend a bit more (and I say this as a UA shareholder).
Well said, Ryan..
Comments like Kirby’s do evoke memories of Doug Parker saying AA will never lose money again. Famous last words.
Best route network. Best app. Has fixed reliability problems. Decent mileage program. Decent hard product, nothing special. Awful soft product.
The Musk school of management, if I keep repeating something you may start to believe my lies.
Perception is reality….and United has a LONG way to go before it can claim numero uno!!
I think Scott Kirby needs to actually fly United and he would definitely retract that statement.
I just flew Polaris across the pond as a 1K a few hours ago and was pleasantly surprised. Crew on board was cheerful and proactive and food was very good. Color me surprised as my other flights this year in premium cabins this year have been mostly lackluster.
BTW, the United app is much better than the competition. I was able to signon to free messaging on the flight and change my sibsequent flights (a little complicated) with the help of an agent in 5 minutes. I am Gold on DL and it’s a pale shadow of UA Gold (I am 1K but have family that is UA Gold).
This rhetoric is a huge reason that US based airlines settle for so much less. The major carriers have always patted themselves on the back. Look at American Airlines for example. United’s service is inconsistent at best. I think that society in general has lost its sense of service. Peoples have for the most part grown used to poor or mediocre service. However, society has become less congenial.
true
ua sucks and it’s ceo is a delusional prick mf
I think he shot his wad prematurely!!
Still amusing