Posted by William Charles on April 19, 2017
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Published on April 19th, 2017 | by William Charles

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Recap: 5.4x Miles On A Debit Card (Non U.S.), Bangkok Banning Street Food, Apology E-mail & More

 

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.



6 Responses to Recap: 5.4x Miles On A Debit Card (Non U.S.), Bangkok Banning Street Food, Apology E-mail & More

  1. Max says:

    On the downside you’d need to live in Singapore, the land of hanging people and outrageously overrating how good your food is. Seriously, everywhere else in Asia has better food. One of the most annoying things ever is when one place thinks it’s better than everywhere else. I’m looking at you too, United States.

  2. Rox says:

    ” 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.”

    These two lines make me feel these emails and words by the United CEO are all crap. In the second line, he says, customer first and in the first line, he says, crews get priority over a customer who has booked several days ahead of time. I understand it is industry practice to give preference to an employee but this is unacceptable in any other industry. Borrowing someone’s comment in another thread, will a hotel deny me a check-in in the middle of the night because their employee has shown up suddenly.

    What I would suggest is: Ask the passengers to voluntarily give up seats by providing compensation. If there are not able to convince the passengers to give up, passengers get to fly.

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