Chase Sapphire Reserve℠

United CEO Oscar Munoz Promises Improvements in Letter to Frequent Flyers

This post contains references to products from one or more of our advertisers. We may receive compensation when you click on links to those products. For an explanation of our Advertising Policy, visit this page.

Frequent flyers like to hear from “their” airline’s executives, and United CEO Oscar Munoz recognizes that. United came in dead last in an important recent survey, but customers seem hopeful that the situation will improve soon. And United is making an effort.

On the in-flight service front, the airline brought complimentary snacks back to domestic flights, is working to improve catering across the board and now offers free food and drinks to top-tier elites who may have missed out on an upgrade. United is also empowering employees to offer improved customer service, equipping front-line workers with a more user-friendly customer service platform and even letting agents offer compensation on the spot. Not to mention United’s radical move to offer free perks to former customers.

Today, Munoz sent United customers the following letter, reiterating his commitment to improve the airline:

Screen Shot 2016-05-18 at 11.54.49 AM

While the note is a bit light when it comes to new details, Munoz cites some of the programs outlined above and references other improvements as well, such as the airline’s new flight flight to Singapore and its planned flights to Cuba, better on-time and baggage delivery performance, and this recent Chicago Business Journal article that declares United the winner of its “great airline food fight.”

All that said, there’s clearly a lot more work left to be done — if you have a suggestion, don’t be afraid to share!

What else would you like to see United improve?

Chase Sapphire Preferred® Card

Apply Now
  • Earn 50,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's $625 toward travel when you redeem through Chase Ultimate Rewards®
  • Named a 'Best Credit Card' for Travel Rewards by MONEY Magazine
  • 2X points on travel and dining at restaurants worldwide & 1 point per dollar spent on all other purchases.
  • Earn 5,000 bonus points after you add the first authorized user and make a purchase in the first 3 months from account opening
  • No foreign transaction fees
  • 1:1 point transfer to leading airline and hotel loyalty programs
  • Get 25% more value when you redeem for airfare, hotels, car rentals and cruises through Chase Ultimate Rewards. For example, 50,000 points are worth $625 toward travel
  • No blackout dates or travel restrictions - as long as there's a seat on the flight, you can book it through Chase Ultimate Rewards
Intro APR Regular APR Annual Fee Foreign Transaction Fee Credit Rating
N/A 16.24%-23.24% Variable Introductory Annual Fee of $0 the first year, then $95 0% Excellent Credit