Once in a while even the CEO of an airline has a miserable flight experience.
United Airlines CEO Oscar Munoz shared of a recent flight diversion with CNBC. He did not disclose where his flight departed from, but shared that his Chicago-bound flight diverted to Grand Rapids, Michigan due to bad weather.
It was one of those days in Chicago where it was just difficult.
Munoz also shared he was sitting in the back of the plane. An incredulous CNBC host asked if he really flew economy class to which he responded:
It was a short flight!
He took the opportunity to communicate with the passengers around him, most of whom did not recognize him.
The more to the front of the cabin you are, the more people know you and recognize you. Toward the back there are a high percentage of people that don’t fly very often. We have to make sure people who don’t fly often are communicated to in a way that’s practical, reasonable and logical.
Overall, he hailed the delay as as net positive.
People shared food. They brought out bags of taffy. It was a wonderful event. You can make difficult issues easier.
You can watch the full interview below, covering a broad range of topics.
CONCLUSION
Munoz’s experience demonstrates that flight diversions occasionally happen for everyone. His glowing story about sharing and camaraderie is a perfect PR fluff story, but people are generally very understanding as long as the reasons for the delay or diversion are well communicated. And indeed, people often do band together when the going gets tough, even in a metal tube.
> Read More: A Model Captain On United Airlines
I’ll say it again, he represents United very well. Class act.
I’m with Jimmy. He is a very humble and approachable man. He also handled that baiting host and her out-of-line “Dao” questions with composure and grace.
+1 @ Jimmy Gottfredson. Regardless of what you think of UA and the industry as a whole, he is an excellent CEO. In my opinion his enthusiasm and the respect and care he shows for employees has been the single largest factor which has moved UA to a much better airline and business.
Lets all remember here is a guy who is a heart transplant patient. I hope he continues to do well. He looks great.
Why does everyone thing Dao was a United issue. Dao was a Republic issue. They were just wearing United colors for that flight. As it been a Delta flight, the same thing would have happened. Republic flies for all 3 legacies.
United gate agents were involved.
Matthew, I think you are talking about airport security being involved. United agents did not physically touch the guy.
Right, but they ordered that he be thrown off.
Excellent. During my corporate life we did spend plenty of time ‘in the market’ as that is the only way to get the real feel about customer experience and satisfaction. Generally UA is a pleasant airline.
Wouldn’t harm if AA mgt also came out of their corporate offices to experience real life, starting with the check-in experience. Maybe check some luggage as well to get the feel of arriving without luggage with AA staff being unhelpful and/or incompetent.
I love United. It’s the only one that me and my company flies. Flight Attendants are wonderful and United is getting better better no matter what people say. I personally don’t like the new ugly livery and lack of television sets in seats other than that it’s an amazing airline!