United Airlines CEO Advocates for Customer Service Flexible Policies: ‘We Have Such Rigid Rules’

By Paul Riegler on 30 July 2017
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United CEO Oscar Munoz

United CEO Oscar Munoz

Oscar Munoz, CEO of United Airlines, doesn’t like the word “rules.”

Speaking recently on the CNBC program Squawk Box, Munoz, who was appearing to speak about the airline’s second quarter earnings, segued to a discussion on customer service.

Noting the recent social media-fueled incidents that have affected the airline, Munoz noted that it’s “a new era with regard to social media,” adding that the airline has to develop a more “values-oriented customer service policy.”

In addition, the airline doesn’t doesn’t always have to have “rules.”

“We have such rigid rules,” he complained during the interview. Instead of rules, Munoz said, there can be “policies and procedures that can be adapted for the moment… when things do go wrong.”

(Photo: Accura Media Group)

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