United Airlines apologises for poor service
United Airlines has admitted in a public letter that it has failed to live up to the expectations of both passengers and employees.
In the letter, which was published in full-page newspaper ads, new CEO Oscar Munoz admitted the airline had made mistakes following its merger with Continental five years ago.
Munoz, who took over at United three weeks ago, said ‘the journey hasn’t always been smooth’ but he added: "We are committed to re-earning your trust."
The airline has set up a website UnitedAirtime.com, for people to ask questions and provide feedback to the airline. Complaints mentioned include delayed luggage, old aircraft, lack of wi-fi and poor quality meals in First Class.
Last month, the airline outsted former CEO Jeff Smisek who took over the merged United/Continental in 2009, following the launch of a federal investigation into the carrier’s dealings with the public agency that operates Newark Airport.
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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