New United Airlines CEO Apologies to Customers

On September 8, United Continental Holdings said Smisek was ousted following an internal investigation into the airline’s dealing with the public agency that operates its hub airport in Newark, New Jersey.

He has also admitted that the journey of the airline after the merger has not been smooth.

Munoz, 56, was president of railway giant CSX and head of United’s audit committee before being named United CEO.

In a letter that ran in national newspapers, Munoz stated that United is now more “committed to re-earning your trust” without really mentioning a concrete plan aside from fixing problems by listening to the airline’s employees and fliers, noted Business Insider.

Munoz spoke to the Tribune with contrition about United’s inadequate attention toward customers, and pledged to improve the services offered to employees as well.

In an exceptionally weird move, United Airlines CEO Oscar Munoz possessed up to the way that the organization has treated clients and representatives inadequately and guaranteed to improve by both in a meeting with the Chicago Tribune. A few of his suggested changes include modifications to the airline’s add-on fees, better onboard coffee, and lower bereavement fares. He also has worked for AT&T, Coca-Cola and Pepsi.

United’s effort to integrate its own reservations systems in 2012 led to months of problems and customer outrage.

United customers should be encouraged by Munoz’s words, but they won’t be along for the ride forever. We want to be the first choice for every trip you take, the letter states.

He talked about firing corporate consultants and containing costs with help from employees instead.

He promised “small wins” for loyal customers and employees that don’t cost the company much but are meaningful to people, although he declined to give examples.

“Let’s be honest, the implementation of the United and Continental merger has been rocky for customers and employees”, he said. He said he needs to study what rivals do and “what’s overcome-able and what’s not”.

Samson in turn allegedly expressed his dissatisfaction with United’s decision to not resume flights from Newark to Columbia, S.C. United added what became known as the “chairman’s flight”, allegedly so Samson would have a shorter drive to his vacation home.