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United CEO's Open Letter to Passengers: We Haven't Lived Up to Expectations

Jason Clampet photo
Jason Clampet

Photo Credit: Screen shot of United CEO Oscar Munoz's announcement of the UnitedAirtime.com website.  United Airlines / United Airlines

Skift Take

Munoz knows he has a problem with consumers and employees and he isn't wasting any time letting them know he knows.

United Airline's new CEO is on a tour of sorts to apologize to employees, passengers, and potential customers for the last few years of poor customer service, divisive leadership, and a merger with Continental that still hasn't completely clicked. In the three weeks since Oscar Munoz took over following former CEO Jeff Smisek's abrupt departure in the wake of the Chairman's Flight scandal, Munoz has met with United employees in Chicago, Denver, Washington, D.C. and Nashville, and is planning visits to staff in Newark and Dulles. Over the weekend he wrote a letter to em

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