I
just received this email from Oscar Munoz, the new United Airlines' CEO:
Dear Jennifer,
I
was recently named the president and CEO of United® and would like to take a
few moments of your time to introduce myself to you, our valued customer.
I
am excited about the incredible opportunity that the United team has to improve
the travel experience essential to the vitality of global business and to the
personal lives of millions of people. I want us to be your first choice for
every trip you take, and we will put in the work needed to get there.
This
goal can be achieved by delivering on three things that I believe are critical
to any successful business.
First,
we must focus on our customers. Getting you to your destination, on schedule,
can make or break your ability to succeed in a work endeavor or to hug a family
member at an important moment. If our performance has not met your
expectations, I want you to know I'm committed to learning how to better meet
your needs and desires.
Second,
it’s all about teamwork. To get you where you want to go safely and happily
requires thousands of us working together with a shared purpose.
Third,
this is a company and an industry that demands innovation. We are embracing the
changes, and will continue to innovate with the goal of providing our customers
better performance, service and products.
Above
all, our passion for the safety of our customers and our people will be at the
core of everything we do.
My
co-workers and I will work each and every day to earn your loyalty by holding
true to these principles. We can do better, and will keep listening to our
customers to become the top-performing airline. My goal is for you to be as
proud to fly United as I am to lead United.
Thank
you for flying United.
My
response:
Dear Mr. Munoz,
United
Airlines is one of my least favorite airlines.
On
more than one occasion, you have seriously inconvenienced us, once bumping us
from our last leg after a nine-hour transatlantic flight.
Your
company was totally inflexible when we suggested that United pay to rent a car
for the last 90 miles of our trip, which we were willing to share with another
passenger who was going our way. Your company actually ended up paying more
than the cost of the car rental.
Staying
overnight was not an option because of an obligation – my husband is a
professor, and he had a class the next day. We ended up renting a car on our
own dime, arriving home at 3:30 a.m.
How
was that a pleasant flying experience?
Quite
frankly, I’m disgusted with the airline industry in general, with all your
rules and nickel and diming to death – this tax, that baggage fee, now “snack”
costs. What’s next? a Pee Fee for using the lav?
I’m
tired of dirty cabins, broken seats, and stinky lavatories.
I’m
tired of cranky and overworked airline attendants.
I’m
tired of surly ticket counter people; at one airport, the agents made it very
clear that they weren’t going to be “nice” to customers – why should they? They
had just received notice that they were losing their jobs due to downsizing,
and what did they care?
I’m
tired of being crammed into a seat with barely enough legroom, and I’m only
5'4".
I
don’t give a damn about “innovation,” which, quite frankly, is a euphemism for
saying, “How can we stick it to our customers even more and plump up our
profits?”
Mr.
Munoz, you’re going to have to do more than just say that you plan to make MY
flying experience better; otherwise, your letter is just filled with empty
words.
Yours,
Jennifer
Semple Siegel
#UnitedAirlines #OscarMunoz
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