United passenger forcibly removed from flight after refusing to give up seat

[Ban Hammer 14,286]

[Amica Nostra 4,803]

11 minutes ago, IAMX said:

Or as an incorporated company if you don't max your returns someone like Icahn comes along and tears the place up.

And if you keep punching your customers in the face?

[IAMX 3,055]

Just now, ccneat said:

And if you keep punching your customers in the face?

Invest in company that studies CTE.

[Amica Nostra 4,803]

19 minutes ago, IAMX said:

Invest in company that studies CTE.

that would be the NFL, but they just do it to the staff not the fans

[IAMX 3,055]

15 minutes ago, ccneat said:

that would be the NFL, but they just do it to the staff not the fans

They could sponsor a "walk for CTE" event, that would give them better PR after punching people in the face. 

 

People don't mind abuse as long as they're compensated for it.

[OriZ 3,165]

They way I even ended up with United is because I used to love Continental, they were great. Wish the merger never happened. 

[Amica Nostra 4,803]

1 hour ago, IAMX said:

They could sponsor a "walk for CTE" event, that would give them better PR after punching people in the face. 

 

People don't mind abuse as long as they're compensated for it.

you should write a book on how to run a worldwide business

[IAMX 3,055]

3 minutes ago, ccneat said:

you should write a book on how to run a worldwide business

[spookyturtle 9,466]

5 minutes ago, ccneat said:

you should write a book on how to run a worldwide business

[TBoneTX 47,531]

4 hours ago, OriZ said:

They way I even ended up with United is because I used to love Continental, they were great. Wish the merger never happened. 

The so-called "merger" left no vestiges of Continental except an emblem painted on the aircrafts' tails.

United's customer-disservice culture has been outright toxic for years.

This was yet another example of the wrong airline buying the right airline.

Another classic is Ozark ----> TWA ----> American.

Edited April 14, 2017 by TBoneTX

[Dakine10 5,452]

30 minutes ago, TBoneTX said:

The so-called "merger" left no vestiges of Continental except an emblem painted on the aircrafts' tails.

United's customer-disservice culture has been outright toxic for years.

This was yet another example of the wrong airline buying the right airline.

Another classic is Ozark ----> TWA ----> American.

 

   The sad part was United had already ruined and bankrupted their own airline. Then came the bailout and merger. Then they ruined Continental. I previously was hopeful that United would learn something from this, but if we go strictly by history, chances are they wont.

[OriZ 3,165]

5 hours ago, TBoneTX said:

The so-called "merger" left no vestiges of Continental except an emblem painted on the aircrafts' tails.

United's customer-disservice culture has been outright toxic for years.

This was yet another example of the wrong airline buying the right airline.

Another classic is Ozark ----> TWA ----> American.

Yeah...it's really unfortunate

[TBoneTX 47,531]

23 hours ago, Dakine10 said:

The sad part was United had already ruined and bankrupted their own airline. Then came the bailout and merger. Then they ruined Continental. I previously was hopeful that United would learn something from this, but if we go strictly by history, chances are they wont.

This is one of the most accurate analyses that could be presented.

[OriZ 3,165]

Just found this in my inbox today...

 

Each flight you take with us represents an important promise we make to you, our customer. It's not simply that we make sure you reach your destination safely and on time, but also that you will be treated with the highest level of service and the deepest sense of dignity and respect.

Earlier this month, we broke that trust when a passenger was forcibly removed from one of our planes. We can never say we are sorry enough for what occurred, but we also know meaningful actions will speak louder than words.

For the past several weeks, we have been urgently working to answer two questions: How did this happen, and how can we do our best to ensure this never happens again?

It happened because our corporate policies were placed ahead of our shared values. Our procedures got in the way of our employees doing what they know is right.

Fixing that problem starts now with changing how we fly, serve and respect our customers. This is a turning point for all of us here at United – and as CEO, it's my responsibility to make sure that we learn from this experience and redouble our efforts to put our customers at the center of everything we do.

That’s why we announced that we will no longer ask law enforcement to remove customers from a flight and customers will not be required to give up their seat once on board – except in matters of safety or security.

We also know that despite our best efforts, when things don’t go the way they should, we need to be there for you to make things right. There are several new ways we’re going to do just that.

We will increase incentives for voluntary rebooking up to $10,000 and will be eliminating the red tape on permanently lost bags with a new "no-questions-asked" $1,500 reimbursement policy. We will also be rolling out a new app for our employees that will enable them to provide on-the-spot goodwill gestures in the form of miles, travel credit and other amenities when your experience with us misses the mark. You can learn more about these commitments and many other changes at hub.united.com.

While these actions are important, I have found myself reflecting more broadly on the role we play and the responsibilities we have to you and the communities we serve.

I believe we must go further in redefining what United's corporate citizenship looks like in our society. You can and ought to expect more from us, and we intend to live up to those higher expectations in the way we embody social responsibility and civic leadership everywhere we operate. I hope you will see that pledge express itself in our actions going forward, of which these initial, though important, changes are merely a first step.

Our goal should be nothing less than to make you truly proud to say, "I fly United."

Ultimately, the measure of our success is your satisfaction and the past several weeks have moved us to go further than ever before in elevating your experience with us. I know our 87,000 employees have taken this message to heart, and they are as energized as ever to fulfill our promise to serve you better with each flight and earn the trust you’ve given us.

We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve.

With Great Gratitude,

Oscar Munoz
CEO
United Airlines

[IAMX 3,055]

3 minutes ago, OriZ said:

Just found this in my inbox today...

 

Each flight you take with us represents an important promise we make to you, our customer. It's not simply that we make sure you reach your destination safely and on time, but also that you will be treated with the highest level of service and the deepest sense of dignity and respect.

Earlier this month, we broke that trust when a passenger was forcibly removed from one of our planes. We can never say we are sorry enough for what occurred, but we also know meaningful actions will speak louder than words.

For the past several weeks, we have been urgently working to answer two questions: How did this happen, and how can we do our best to ensure this never happens again?

It happened because our corporate policies were placed ahead of our shared values. Our procedures got in the way of our employees doing what they know is right.

Fixing that problem starts now with changing how we fly, serve and respect our customers. This is a turning point for all of us here at United – and as CEO, it's my responsibility to make sure that we learn from this experience and redouble our efforts to put our customers at the center of everything we do.

That’s why we announced that we will no longer ask law enforcement to remove customers from a flight and customers will not be required to give up their seat once on board – except in matters of safety or security.

We also know that despite our best efforts, when things don’t go the way they should, we need to be there for you to make things right. There are several new ways we’re going to do just that.

We will increase incentives for voluntary rebooking up to $10,000 and will be eliminating the red tape on permanently lost bags with a new "no-questions-asked" $1,500 reimbursement policy. We will also be rolling out a new app for our employees that will enable them to provide on-the-spot goodwill gestures in the form of miles, travel credit and other amenities when your experience with us misses the mark. You can learn more about these commitments and many other changes at hub.united.com.

While these actions are important, I have found myself reflecting more broadly on the role we play and the responsibilities we have to you and the communities we serve.

I believe we must go further in redefining what United's corporate citizenship looks like in our society. You can and ought to expect more from us, and we intend to live up to those higher expectations in the way we embody social responsibility and civic leadership everywhere we operate. I hope you will see that pledge express itself in our actions going forward, of which these initial, though important, changes are merely a first step.

Our goal should be nothing less than to make you truly proud to say, "I fly United."

Ultimately, the measure of our success is your satisfaction and the past several weeks have moved us to go further than ever before in elevating your experience with us. I know our 87,000 employees have taken this message to heart, and they are as energized as ever to fulfill our promise to serve you better with each flight and earn the trust you’ve given us.

We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve.

With Great Gratitude,

Oscar Munoz
CEO
United Airlines

 

 

I can write better damage control letters than this.