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

BBC

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.

http://www.bbc.com/news/world-us-canada-39675265/

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.

United Airlines operational memo

United Airlines ROE — rules of engagement for overbooked flights:

1)Rip selected passenger “volunteer” out of seat

2)Call it a re-accommodation

3)Blame victim for being uncooperative (as chosen victim)

4)Issue asinine statement from CEO to stand behind employees.
be sure to blame victim again in follow up statements.

Source pic

New UA mottos:

What seat?

Voluntary compliance is not an option.

We can seat you the easy way or the hard way

Fly the Friendly Skies… take your chances!

New and improved: Frequent Flier re-accommodation service

Special packages for S&M passengers

We offer accommodation, re-accommodation, and ‘nose bleed no seats’

Philosophy – consumer beware

“United” Airlines: we’ll rip you out of your paid-for seat for a UA hommie, whenever we want. We’re tight like that.

Frequent-Flier miles don’t mean a thing if you ain’t got a seat!

Imagine if that was a woman passenger who did not comply to an order… or a black woman getting dragged out like that? Gasp.