Oscar Munoz, United Airlines CEO, has apologized for lack of care to his employees and the company's customers. However, the CEO has assured everyone that the airline company will start to improve and he will ensure that the United Airlines meets the expectations of its customers. Recently, the union of the company with Continental has caused lots of irritations among customers and employees.
Oscar Munoz took control as CEO at the company on September 8 and in a video message, he said that many steps have been taken to ensure better performance and satisfaction of employees as well as customers. According to a report which was published in Fortune magazine, mixed responses to the CEO's message have been received from fliers. Munoz wrote a letter to the staffs where he said that the journey has not been smooth always and the issues will not be fixed in one day. It is a long journey ahead where the CEO is ready to take his team forward as it is time for a new day.
Munoz is ready to accept the past mistakes United Airlines management made and take positive things out of it. Now, he is ready to fix the entire problem and has asked for some time to make things more efficient and make improvements in the operations sector of the airline.
An advertisement containing a personal message written by the CEO Munoz was published in 13 publications across the whole country. Moreover, a website UnitedAirtime.com was put up by the company United Airlines where customers could leave their valuable reviews. The aim of the company is to continue progress on the improvement of customer experience.
The union of Continental and United Airlines were done in the year 2010. Also, United Airlines is affiliated with Star Alliance. In 2014, the United Airlines Company suffered a setback and the Airline Quality Rating dropped to -1.62 from -1.43 in 2013. The on-time performance of the United Airline Company also dropped in 2014 from 79.3 percent in 2013 to 76 percent, which is in line by the CEO for improvement.
Furthermore, the customer complaints were at 2.14 in the year 2013 for every 100, 000 fliers and have now reached 2.71 in year 2014. An increase in mishandled baggage was also reported in 2014 compared to 2013.
Overall, it was clear that most of the factors concerning quality of service of the United Airlines dropped in performance in year 2014 compared to 2013.
Customers have given a rating of 3 out of 10 to United Airlines, on Skytrax. However, improvements are expected with the control of Munoz. The company, however, has already hit the bottom and it is anticipated to go way ahead and improve in the near future.
Munoz became CEO and president of the United Airlines after he replaced Smisek. According to a report from Bloomberg, there was a government investigation at that time concerning the airline's transactions with the Port Authority of New York and New Jersey.
Munoz delivered convincing messages to his employees saying that he is convinced that they are willing to work efficiently with the right tools and Munoz is ready to give the employees the right tools at the right time so that the Company delivers the service and reliability they are capable of.
The performances of Mr. Munoz can be seen within a few months and see how efficient they are for the Company. The team will be same and Munoz has not announced any changes yet.
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