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8
9
opening lines
immediately, others will be rolled out
through the remainder of the year. Oscar
Munoz, Chief Executive Officer of United
Airlines, said, “Every customer deserves
to be treated with the highest levels of
service and the deepest sense of dignity
and respect. Two weeks ago, we failed
to meet that standard and we profoundly
apologize. However, actions speak louder
than words. Today, we are taking concrete,
meaningful action to make things right
and ensure nothing like this ever hap-
pens again.”
“Our review shows that many things went
wrong that day, but the headline is clear:
our policies got in the way of our values
and procedures interfered in doing what’s
right. This is a turning point for all of us at
United and it signals a culture shift toward
becoming a better, more customer-focused
airline. Our customers should be at the cen-
ter of everything we do and these changes
are just the beginning of how we will earn
back their trust,” he added.