Having Faith
Among the thousands of emails I’ve received from United’s employees and customers since becoming CEO in September, many were ideas and suggestions. Not surprisingly, some were well deserved criticisms of the company. No matter their content, however, each reflected the writer’s passion for United, and I believe that’s a good sign.
I’ll admit, however, that those that gave me the most hope were like the one below from Stacey (pictured above), an international purser and 25-year United veteran. Her commitment to our customers, her belief in our shared future and the joy she takes in working at United, inspire me that better days – and better flights – are ahead. Whether you’re a customer or employee, I hope they inspire you, too.
Stacey used the word “faith” in her subject line. I’d like Stacey – as well as all of you – to know that I, too, have faith. I have faith that, united, we can build the world’s best airline. Thank you for the faith you’ve shown, Stacey. I won’t let you down.
To: “Munoz, Oscar”
Subject: Faith
Dear Mr. Munoz,
I just read your letter on United news and it brought tears to my eyes.
United used to be the greatest airline ever. I was so proud to work here – and I still am. After all, every day I get to make people’s days better with just a smile and a “thank you for your business.”
For some time, though, passengers have responded by saying, “I’m never flying United again. United has lost everything that made it great.”
I’m glad you asked us for emails. So please listen and hear what we say. We have great ideas! We know what will work. We deal with our passengers every day. And we love it!
I hope that along with you we can make the “brand” what it once was – an airline our customers love and one we are proud to work for. Your message gives me hope that you really do care and are going to succeed at making United great again.
Thank you in advance. I finally have faith :).
Head of Payment at Winboss.ua l Billing | Gambling | Digital l Ecommerce l High-risk l Subscription business
2 年Do you support killing civilians and children?
Head of Payment at Winboss.ua l Billing | Gambling | Digital l Ecommerce l High-risk l Subscription business
2 年Hey, look here Do you still support russia terrorism?
Committed to Serving with Compassion and Respect
5 年File under rantings of an airplane/airline Nerd...Those close to me know that I take the card, hotel and airline points game to an obsessive level rivaled only by vegans and their palate numbing “food”. A few years ago, my beloved airline changed its partners and I moved back east, leaving my airline loyal heart in a state of depressed and foggy uncertainty. Recently, my very certain and clear hotel loyalty offered me a new opportunity to bring my hotel and airline loyalty game to a new level of awesomeness, but it would mean moving to a domestic airline I’d never flown...well, today was the day of the test run...United Airlines, you exceeded my expectations and much to my own surprise, won a new customer...I’m still stunned myself. Their partnerships with Marriott/Ritz-Carlton, Hertz, Lufthansa and Austrian formed the winning “quad-fecta”...yes, it’s a thing...shut-up ?? The plane was in perfect condition, the crew and service were extraordinary, and the vodka tonic was world class...lol...plus I got MY seat. Those who know me best also won’t be surprised that I spent months reading up on them...from strategic plan, to reviews and everything in-between. United is quietly doing some truly extraordinary things to elevate their game and customer experience. I am one very tough customer who is noting those efforts and appreciating their outcomes. It has been written and said that airlines treat their customers like the disloyal cattle they are...My hat is off to you Mr. Munoz and your amazing team for working to prove that notion extremely incorrect and in doing so, elevate your services, amenities and overall customer experience. Thank you, Your newest loyal Customer
Sales at Design
6 年BTW.. The Wall St. JOURNAL published that both CEOs of Delta and American agreed to be interviewed from a middle economy seat whime you declined.why?