• Home
  • Reviews
    • Flight Reviews
    • Hotel Reviews
    • Lounge Reviews
    • Trip Reports
  • About
    • Press
  • Contact
  • Privacy
  • Award Expert
Live and Let's Fly
  • Home
  • Reviews
    • Flight Reviews
    • Hotel Reviews
    • Lounge Reviews
    • Trip Reports
  • About
    • Press
  • Contact
  • Privacy
  • Award Expert
Home » United Airlines » United CEO Writes Me a Letter
United Airlines

United CEO Writes Me a Letter

Matthew Klint Posted onApril 18, 2017April 18, 2017 12 Comments

Oscar Munoz Letter

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.

Get Daily Updates

Join our mailing list for a daily summary of posts! We never sell your info.

You have Successfully Subscribed!

Previous Article Bumped from United? Free Private Jet Flights
Next Article Despite Bad Reputation, Air China is Pretty Darn Good

About Author

Matthew Klint

Matthew is an avid traveler who calls Los Angeles home. Each year he travels more than 200,000 miles by air and has visited more than 135 countries. Working both in the aviation industry and as a travel consultant, Matthew has been featured in major media outlets around the world and uses his Live and Let's Fly blog to share the latest news in the airline industry, commentary on frequent flyer programs, and detailed reports of his worldwide travel.

Related Posts

  • United JetBlue Partnership

    JetBlue Talked To American And Delta—But United Made The Offer It Couldn’t Refuse

    May 31, 2025
  • a person holding a dish of ice cream

    United Airlines Adds Aperol Spritz, Caramel Sundaes, And New First Class Meals

    May 30, 2025
  • United JetBlue Strategy

    Analysis: United Hopes To Contain Delta, Suppress American With JetBlue Partnership

    May 29, 2025

12 Comments

  1. chris Reply
    April 18, 2017 at 1:50 pm

    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.

    • Matthew Reply
      April 18, 2017 at 2:25 pm

      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.

  2. Chris Reply
    April 18, 2017 at 1:52 pm

    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.

  3. Jack Reply
    April 18, 2017 at 2:19 pm

    I’m a 1K and haven’t received any email. What’s so hard about sending emails?

  4. SINJIM Reply
    April 18, 2017 at 3:15 pm

    I’m a 1K and I received it. Maybe the send is happening on a rolling basis for technical reasons.

  5. tim Reply
    April 18, 2017 at 7:46 pm

    CLICKBAIT. This email was sent as a response to anyone who emailed in to United Customer Service about the incident

  6. askmrlee Reply
    April 18, 2017 at 7:55 pm

    “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?

  7. Rupert Reply
    April 18, 2017 at 10:01 pm

    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.

  8. delong Reply
    April 19, 2017 at 1:41 am

    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!!!!!!

  9. Robert Reply
    April 19, 2017 at 4:00 am

    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.

  10. Jake Reply
    April 19, 2017 at 11:13 am

    Oskar can send his email straight to the Sun in North Korea. United is the capitalistic mirror image of North Korea.

  11. Ryan Reply
    April 19, 2017 at 9:34 pm

    What a post! HAHA You need to watch the South Park about Yelping.. yeah he wrote YOU a video! lol

Leave a Reply

Cancel reply

Search

Hot Deals for May

Note: Please see my Advertiser Disclosure

Capital One Venture X Business Card
Earn 150,000 Miles Sign Up Bonus
Chase Sapphire Preferred® Card
Earn 100,000 Points
Capital One Venture X Rewards Credit Card
Capital One Venture X Rewards Credit Card
Earn 75,000 Miles!
Capital One Venture Rewards Credit Card
Capital One Venture Rewards Credit Card
Earn 75,000 Miles
Chase Ink Business Unlimited® Credit Card
Earn $750 Cash Back
The Business Platinum Card® from American Express
The Business Platinum Card® from American Express
Earn 120,000 Membership Reward® Points

Recent Posts

  • Delta orlando
    Delta’s Play In Orlando—New Focus City Strategy Emerging? June 1, 2025
  • Hong Kong Coffee
    Great Coffee In Hong Kong May 31, 2025
  • United JetBlue Partnership
    JetBlue Talked To American And Delta—But United Made The Offer It Couldn’t Refuse May 31, 2025
  • solo traveler Pricing
    Airlines Stop “Punishing” Solo Travelers: Victory Or Defeat For Consumers? May 31, 2025

Categories

Popular Posts

  • a hand holding a blue card
    Chase Sapphire Preferred 100K Bonus Offer Ending Soon May 2, 2025
  • Aegean Airlines Feast
    A Feast Fit For A King On Aegean Airlines May 23, 2025
  • United American O’Hare gate dispute
    United Airlines To American Airlines: Fly More, Sue Less May 6, 2025
  • American Airlines 737-800 First Class Pathetic
    American Airlines 737-800 First Class: Pathetic May 6, 2025

Archives

June 2025
M T W T F S S
 1
2345678
9101112131415
16171819202122
23242526272829
30  
« May    

As seen on:

facebook twitter instagram rss
Privacy Policy © Live and Let's Fly All Rights Reserved. Unauthorized use and/or duplication of this material without express and written permission from this site’s author and/or owner is strictly prohibited. Excerpts and links may be used, provided that full and clear credit is given to Live and Let's Fly with appropriate and specific directions to the original content.