Last September, announced that Smisek was ousted amidst a federal investigation probing the link of the airline to the Port Authority of New York & New Jersey (PANYNJ), operators of Newark Liberty worldwide Airport.
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“Let’s be honest, the implementation of the United and Continental merger has been rocky for customers and employees”, Munoz added via a video posted to UnitedAirtime.com.
United Airlines also placed full-page ads in several newspapers explaining its plans for change as part of a broader public relations push. Munoz, a railroad executive and head of United’s audit committee, was named president and CEO.
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.
United Airlines CEO Oscar Munoz disclosed the shift in focus in an interview with the Chicago Tribune.
United customers should be encouraged by Munoz’s words, but they won’t be along for the ride forever. Munoz said that from that point forward the organization has made numerous upgrades, yet that in the quest for record benefits it appears to have disregarded customers-“and that is at the issue’s core at United in the most recent couple of years”. “I would think we could want to offer a better product”, he said diplomatically.
In his first interview since taking the helm three weeks ago after the abrupt ouster of Jeff Smisek, Munoz acknowledged that the 2010 merger had been poorly managed. He also has worked for AT&T, Coca-Cola and Pepsi.
Despite the fact that he wasn’t clear about how he was going to enhance the client experience of one of the world’s biggest aircrafts, he discussed practical “little wins” that won’t cost the carrier much to actualize. They’re looking at whether the airline reinstated a money-losing route from Newark to an airport near the South Carolina vacation home of the agency’s then chairman, David Samson, to potentially curry favor with him.
United’s effort to integrate its own reservations systems in 2012 led to months of problems and customer outrage.
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He said once the details come out, people will understand “it wasn’t a failure of our entire corporate entity and its ethics and principles”. The flight stopped service four days after Samson resigned in April 2014.
