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 and many other United MileagePlus elite members–
I’ve heard a lot of understandable anger and disappointment from customers and, as one of our most valued customers, I wanted to be sure you heard directly from me.
The awful event that occurred on Flight 3411 has elicited many responses from our customers: outrage, anger, disappointment. I share all of those sentiments. For me personally, I’d add shame. No one should ever be mistreated this way.
In addition to offering my profound apologies to the customer forcibly removed, as well as all the passengers aboard that particular flight, I also offer my sincere apology to you for not living up to the values you expect of us.
Our customers’ satisfaction must be the center of everything we do and your opinion of our service is the measure of our success. We know we did not measure up, and for that we will redouble our efforts to earn your trust.
This situation has provided a humbling learning experience from which we will take immediate, concrete action. I have committed to our customers and our employees that we are going to make this right so nothing like this ever happens again.
First, United will not ask law enforcement officers to remove passengers from our flights unless it is a matter of safety and security. Second, crews traveling on our aircraft must book at least 60 minutes prior to departure. Third, we will fully review and improve our training programs to ensure our employees are prepared and empowered to put our customers first. Our values will guide everything we do. We’ll communicate the results of our review and the concrete actions we will take by April 30.
You expect more from us and I promise we can and will be better. I am committed to putting proof behind our promise.
Thank you for granting us the opportunity to re-earn your trust.
Oscar
The Problem with the Letter
It is good that Munoz promises “United will not ask law enforcement officers to remove passengers from our flights unless it is a matter of safety and security”. As Lucky points out, the problem is that Dr. Dao was ostensibly removed for “safety and security”. He defied FA instruction and therefore put the safety of others at risk. Remember, that was the original narrative coming from the same Munoz.
CONCLUSION
Munoz prepares us for April 30, 2017 — the date United will unroll its new customer service plan that addresses far more than bumping passengers off flights. I look forward to that day and a wide-ranging program to make United a customer-service leader. I do how that the final policy will not include such a broad exemption to its new no-bouncer policy.
I am a long-time United flyer, almost at the half million mark. Most year I have status however this past year my flying patterns changed so i didnt have status.
Its interesting to see in these situations where emails are sent out that those of us who don’t have status dont get a copy of it.
One has to wonder if the “people who might leave United” are the frequent flyers or the one offs like me last year who sometimes fly United.
I guess what I’m saying is I would have appreciated getting that email from Oscar too.
I also wonder why it wasn’t sent to everyone. I suppose not everyone is aware of the incident and this might draw more attention to it, but I am surprised that people like Jack (1K status) did not receive it.
Legally it’s understandable – but still frustrating – that they won’t come out and say WHAT they did wrong. That’s almost like denial in my mind. It’s all mealy-mouthed “we didn’t live up to our values” and so forth. Well, as you point out, Matthew, what exactly values are those? It’s a complete contradiction as to what came out of his mouth previously.
And as far as removing him for “safety” – I think that’s circular logic double-speak. They wouldn’t have had a need to remove him for “safety” if he hadn’t refused to move for another reason first.
I’m a 1K and haven’t received any email. What’s so hard about sending emails?
I’m a 1K and I received it. Maybe the send is happening on a rolling basis for technical reasons.
CLICKBAIT. This email was sent as a response to anyone who emailed in to United Customer Service about the incident
“Second, crews traveling on our aircraft must book at least 60 minutes prior to departure.”
Wasn’t this followed, but then the crew showed up after everyone was seated?
I don’t think this is much of a commitment by United at all:
1. Booking crew 60 minutes ahead just enables them to legally deny boarding instead of illegally removing somebody after they already boarded.
2. They are not allowed to use security to remove somebody from a plane over what is essentially a commercial dispute in the first place. Security staff can only be used to enforce lawful orders – which is the removal for security!
Bottomline, they are just committing to obey existing laws! Great job, United.
I don’t come to this country USA, obviously this incident can happen to me too, i don’t want to lose 2 teeth and with a nasal bone fracture. There’s no respect for East asian man!!!!!!
I’m a Million Miler and have been a 1K for the last 6 years. I received no email. Perhaps I didn’t check the box for CEO Groveling. Glad the screaming hysterical mob of the emotionally vulnerable is on the case.
Oskar can send his email straight to the Sun in North Korea. United is the capitalistic mirror image of North Korea.
What a post! HAHA You need to watch the South Park about Yelping.. yeah he wrote YOU a video! lol