United’s quest for customer satisfaction

Remember the United Airlines passenger dragged out? Well, seems there is a change of management plans at United.

Oscar Munoz takes a hit. Although, heck, he made over 18 million in 2016. I guess his golden parachute is now out in the wind.

United Airlines to tie executive pay to customer satisfaction


Two weeks after a passenger was violently dragged from one its planes, United Airlines says it is to link pay more closely to customer satisfaction.

The US company has also revealed its chief executive, Oscar Munoz, will now not become chairman, as anticipated.

The airline has been under heavy scrutiny since video of the incident was shared worldwide.

The executive pay decision features in a filing to the US Securities and Exchange Commission financial watchdog.

“United’s management and the Board take recent events extremely seriously, and are in the process of developing targeted compensation program design adjustments to ensure that employees’ incentive opportunities for 2017 are directly and meaningfully tied to progress in improving the customer experience,” the filing said.


So customer satisfaction is not getting dragged out of the plane. Who knew?

In new news, an Air Canada passenger was bumped from her flight causing her to miss her cruise departure. (booked 2 months in advance) That’ll mess up your day.


3 comments on “United’s quest for customer satisfaction

  1. the unit says:

    I haven’t flown since ’73. New Orleans to Miami. Don’t remember the airline or type of aircraft it was. Airport had machines where you could buy insurance cheap for the flight. I did. It was shortly after Eastern Air Lines Flight 401 in ’72 that crashed in the Florida everglades. I was all jitters.
    Over booking? I refreshed my memory of Flight 401 @ Wiki. That crash killed 101 and 75 survived. The plane could carry up to 400 according to Wiki. So no over booking then. Are more people flying these days so that you gotta drag people off?

    Liked by 1 person

  2. […] United’s quest for customer satisfaction […]



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