United CEO Sends Apology Email to Top 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. Terms apply to the offers listed on this page. For an explanation of our Advertising Policy, visit this page.
Update 4/27/17: Today, United CEO Oscar Munoz followed up with another email to frequent flyers, this time detailing steps the airline is taking to prevent a similar incident in the future.
Can you believe it’s only been a bit over a week since that crazy United #Bumpgate fiasco? Since then, United CEO Oscar Munoz apologized on Good Morning America, the airline issued a refund to flight 3411 passengers, the victim’s daughter held a press conference and the airline changed its policy for crew travel (and Delta bumped compensation limits). At the same time, we’ve seen several other UA horror stories (some old, others that occurred following the incident with flight 3411). One thing’s for sure — many people aren’t thrilled with United right now.
While casual travelers can simply book a flight on a competitor, United’s frequent flyers will likely be giving up valuable benefits, from free upgrades and checked bags to expedited boarding and lounge access. So many will probably keep flying United as they normally would, regardless of the general public’s perception of the airline. Still, there’s no question that this incident may be enough to push anyone already looking to bring their business elsewhere over the edge. It’s these customers (and other elites) that Munoz targeted with a mass email last night (which I received as a Premier 1K member):
In his note, Munoz reinforces his statement that the airline will require crew members to book at least 60 minutes in advance, giving gate agents more time to solicit volunteers — and, hopefully, eliminate the need to remove passengers already on the plane. Additionally, Munoz stated that the airline won’t ask police or other law enforcement to step in except when safety and security are at stake. This certainly makes sense given how officials handled this situation.
What do you think? Is this email too little too late? Should United offer an apology gesture to elite members, such as miles or a travel voucher? Weigh in below.
Welcome to The Points Guy!
WELCOME OFFER: 80,000 Points
TPG'S BONUS VALUATION*: $1,600
CARD HIGHLIGHTS: 2X points on all travel and dining, points transferrable to over a dozen travel partners
*Bonus value is an estimated value calculated by TPG and not the card issuer. View our latest valuations here.
- Earn 80,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's $1,000 toward travel when you redeem through Chase Ultimate Rewards®.
- 2X points on travel and dining at restaurants worldwide, eligible delivery services, takeout and dining out & 1 point per dollar spent on all other purchases.
- Get 25% more value when you redeem for airfare, hotels, car rentals and cruises through Chase Ultimate Rewards. For example, 80,000 points are worth $1,000 toward travel.
- Get unlimited deliveries with a $0 delivery fee and reduced service fees on orders over $12 for a minimum of one year on qualifying food purchases with DashPass, DoorDash's subscription service. Activate by 12/31/21.
- Earn 5X points on Lyft rides through March 2022. That’s 3X points in addition to the 2X points you already earn on travel.