Letter from United Airlines CEO Promises ‘The Experience You Deserve’

By Jesse Sokolow on 19 May 2016
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DSC_0136 (1)The turnaround orchestrated by United Airlines’ new CEO continues. Oscar Munoz, who was appointed to the position last September and had to temporarily step down after a heart attack one month later, sent an e-mail update to the airline’s frequent flyer program members this week outlining the airline’s “lofty goal” of delivering a “truly exceptional experience” from booking a ticket to the actual flight.

Mr. Munoz spoke of his desire to have “an energized team to serve you, from booking to landing,” and acknowledges that the airline isn’t quite there yet, calling it a “lofty goal.”

The airline, he notes, has posted record on-time performance recently and has added multiple new destinations in the United States and abroad including several new routes to Asia. He also noted that excitement is “brewing” for the addition of illy coffee as the airline’s official coffee brand come July.

“We will continue to double down on building a team that is ready to deliver the experience you deserve,” Mr. Munoz wrote, adding a promise that the airline “will keep striving to make improvements, both significant and subtle, as we continuously work to earn your loyalty and trust with every flight.”

(Photo: Accura Media Group)

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