If you’re a United MileagePlus member, you probably received an email last night from CEO Oscar Munoz thanking you for the bailout.
It’s a nice note overall, in the sense that it is sincere in gratitude and cautiously optimistic while still being realistic.
Here’s the letter in full:
Dear Matthew,
I hope this note finds you and your loved ones healthy and well.
It is safe to say these past weeks have been among some of the most tumultuous and emotional that any of us can remember in our lifetimes. The impact of the coronavirus outbreak has been felt by individuals and families, companies and communities, across the United States and around the world.
The response to this crisis has been extraordinary; as much for what it has required from our society as for what it has revealed of us as a people.
Far from causing division and discord, this crisis and the social distancing it has required, has allowed us to witness something profound and moving about ourselves: our fond and deeply felt wish to be connected with one another.
The role of connector is one we’re privileged to play in the moments that matter most in your life – weddings and graduations, birthdays and business trips, events large and small – and it’s that responsibility that motivates us most to get back to our regular service, as soon as possible.
That is why it is so important our government acted on a comprehensive relief act to ensure our airline – and our industry – are ready and able to serve you again when this crisis abates.
I want to relay to you, in as deeply personal a way I can, the heartfelt appreciation of my 100,000 United team members and their families for this vital public assistance to keep America and United flying for you.
This support will save jobs in our business and many others. And it allows us time to make decisions about the future of our airline to ensure that we can offer you the service you deserve and have come to expect as our customers.
While consumer demand has fallen, we have seen the need for our service and capabilities shifted. And, we’ve adapted to help meet those needs.
Right now, aircraft flying the United livery and insignia, flown by our aviation professionals, have been repurposed to deliver vital medical supplies and goods to some of the places that need it most. We’re also using several of our idle widebody aircraft to use as dedicated charter cargo flights, at least 40 times per week, to transfer freight to and from U.S. locations as well as to key international business locations. At the same time, we are working in concert with the U.S. State Department to bring stranded Americans who are trying to return home back to their loved ones.
While much remains uncertain right now, one thing is for sure: this crisis will pass. Our nation and communities will recover and United will return to service you, our customers. When that happens, we want you to fly United with even greater pride because of the actions we took on behalf of our customers, our employees and everyone we serve.
Stay safe and be well,
Oscar
Oscar Munoz
CEO
You’ll note his “heartfelt appreciation” for the “vital public assistance to keep America and United flying for you.” What he doesn’t say, however, is that United has only promised to keep everyone employed through the end of September. After that point, even if the threat of COVID-19 has weakened, United may emerge a much leaner airline…and lay off staff accordingly, especially with incoming CEO Scott Kirby at the helm, who is not anti-worker, but is an unemotional number cruncher.
Airlines are in a tough position now, but the “thank you note” from Munoz was appropriate, at least to U.S. MileagePlus members…
image: United
Very happy yourv shareholders will do well while people will lose jobs, lose healthcare and die painful, miserable deaths.
Hope most of them will be Republicans because that’s what they wanted and voted for. Well they wanted it for others, not themselves. Oh well!
In other news trump will make money
https://www.cnn.com/2020/03/27/politics/stimulus-payments/index.html
This i think is fair. Billions for him and painful deaths for his worthless voters. Well actually he is smart he may bailout just his supporters. Like a dictator.
You naughty boys didn’t tell me i put the wrong link.
https://www.cnn.com/2020/03/27/investing/tax-bill-real-estate/index.html
You can’t possibly think paying a a CNN link will make you look good????????
Angry much? So much for compassion and empathy. It’s obvious you’re an intolerant liberal. Your comment says it all about your kind. Divisive, insensitive, intolerant, heartless. That is you, Debit. And without the balls to post your real name. How much more cowardly could you possibly be?
Shouldn’t this letter be going out to all Americans?
United has really shown the country (well, it’s ‘loyal’ fliers anyways) it’s true colors in the way it’s handled refundgate. I was never a huge fan of theirs to begin with, but that behavior along with this letter just seals it for me. They care nothing about customers, sparingly minimum on employee well-being, and remain laser-focused on lining shareholders’ pockets.
Such an ignorant comment. You have absolutely zero clue what peoe go through to try and make your United flight the best possible. Be more specific before you make ultra ignorant comments. Most airline employees respect and appreciate their customers.
Hope UA shows customers thanks by getting rid of all the add-on fees, especially very high excess bag charges and the high ticket fees. Probably not.
I hope UA cancels Complimentary GSM status for all government employees and members of Congress. Let Sheila Jackson-Ghettophotamus-Lee be the first to lose it.
government employees don’t get complimentary GSM
@ Matthew — I really, really hope they go bankrupt. Screw United.
@Jin: Not in this planet. In fact, it’s the total opposite. The bailout will give cash and energy for Kirby to come up with more ideas to get every penny from passengers. That will be his thank.
May I suggest some topics for a reply to Mr Munoz from the taxpayers who fund the bailout. In order to show true appreciation, and offer the “service you deserve” per the letter :
1) Alter the whole ticket pricing / cancellation / change of plans scheme – people’s plans do change. The hotel business in a similar “desire for full capacity, sell it or it’s a lost revenue opportunity forever” situation have a more customer friendly way.
2) Increase seat pitch to at least 35″ – possible now as the planes are less full, helps the separation for a germ free flight, makes the customer feel human rather than just being SLC (Self Loading Cargo), and will gain customer goodwill for when business picks up.
3) Don’t nickel and dime the customer, – a couple checked in bags and one carry on should be complementary, as should headphones, drinks and nice snacks, eye shades, WiFi and sitting next to family members.
4) Serve a nice hot meal on any flight > 3 hours – we know the planes have capable galleys, the incremental cost is small, and the captive customer often hungry.
5) Cut out the whole emotional support animal (ESA) nonsense. It’s abused by 1 or 2%, and causes annoyance to the remaining vast majority. Anyone needing an ESA should not be flying in the first place, and if they smuggle one on board should be told to “take it for a walk outside”.
6) Increase the level of humidity in the plane and reduce the pressurization height from 8000 to 6000 feet – makes for a more comfortable flight and less pressure shocks, painful ear issues etc
Following the above will enable airlines to emerge in a stronger more positive customer focused business model, thanks.
P.S. Airlines have recently been trying to impress us with improved airplane cleaning schemes – why has not this been done for years ?. Flying has always been a health risk & germ catching situation.
Oscar is a disgusting human. He stole hundreds of millions of dollars from his customers during RefundGate.
He also was found guilty of stealing sand from eroded and protected Florida public beaches to build sand dunes at his private beach house.
Never will give his company another penny.
…and in the NYT, the article about flying on empty planes specifically cites United as marching the full load of seven folks to the back of the plane because they hadn’t paid for “premium economy”
The same article cites Alaska as allowing folks to disperse and separate themselves across the aircraft.
That was probably more for weight and balance considerations. I was on a flight two years ago where we had to do that because the passenger load was very light and it was not possible to have everyone in the front half of the plane. It would have made the plane nose-heavy and more difficult to control.