An Open Letter to United's CEO, Oscar Munoz
Tim Pratte
CEO & Early-Stage Investor | Expert in Culture, Growth, and Operations | Transforming Organizations for Success
Dear Mr. Munoz,
While there is much to detest about the unconscionable acts and policies enforced by United in the past few weeks, from banning leggings (heard of athliesure?) to the events leading to a passenger being forced from a seat, the acts call into question the toxic nature of a global and sometimes well respected organization. But that respect is on the downswing. The employees are probably not to blame for each incident, and in fact, I feel sorry for those same employees for dealing with inadequate leadership, a lack of empowerment, and very poor decision making. This culture clearly starts at the top. Your actions have also reinforced the lack of empathy within your organization by using words such as "re-accomodate." Your apology was half hearted and created further distance between your brand and customers. Maybe your $6.7 million compensation package has reinforced the distance from the average consumer? My advice to the employees? Life is too short to work for a crappy boss. Find someone who cares about you and works tirelessly to develop and hone your skills to be your best self.
I am an executive myself, albeit serving the needs of a much smaller organization. I cannot claim to understand the magnitude of the situation, but the culture creates a void in treating customers with basic human decency. While thousands of people disparage your brand on Twitter you continue to provide responses that continue to provide material for late night comedians! I only hope you find the energy to not rest until your culture is one that values all people, creates empowerment, and allows employees to serve the needs of your customer base.
Finally, while I do not fly as much as some (only gold status), being from Houston I do fly United often and many times at a premium price. I will now be in the minority of patrons avoiding your brand until you are able to either lead your organization through a cultural revolution or step down and let someone else provide the leadership. I wish you the best is attempting to turn around a poorly handled situation.
Mortgage Loan Consultant at First United Bank 713-582-9487 [email protected]
7 年Great letter Tim. I'm sure the tickets have some 'clause' we've never noticed but doesn't it seem weird that the airlines can sell something they don't have to sell - seats? The fact that over 400k people are bumped from flights tells us this practice is not about filling seats but about selling something NOT available then making the customer pay for the airlines mis management. Yes people book and don't show - but they pay a penalty for not showing. If I buy a theatre seat and don't show, they sell my seat to someone on standby BUT they don't sell the seat twice in advance. Let's give consumers more rights - the right to expect to receive what they buy.
President at American Staffing, LLC
7 年As American is getting larger with multiple health issues, airline's seat and aisles are getting smaller. Unable to move for 2 to 3 hours at a time during flight, Not allow to stand in the gallery during flight. I am wondering what is the reported risk for deep vein thrombus for Airline travelers. Flying may be a health hazard. Profits before customers service or concern.
Senior PEO Sales Executive at Paychex, Inc.
7 年Very well said Tim.
Broker Associate
7 年The leggings issue was corporate policy for travelers representing United as they travel for free. They are entitled to enforce that policy. Tossing the paying passenger? Horrific!
Senior Consultant at PEO Consultants | Transforming Businesses through Strategic Insights and Sustainable Solutions
7 年Well said Tim!