United CEO Oscar Munoz Promises Improvements in Letter to Frequent Flyers

May 18, 2016

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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:

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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?

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