MIAMI— Five years after the merge between United Airlines and Continental, its new CEO, Oscar Munoz, has admitted in full-page newspaper ads that the airline has failed to fulfill the expectations of both travelers and employees.
Despite reporting a record second quarter net profits, the airline continued experiencing shortcomings from lengthy flight delays, system outages to a sour labor relationship under the command of former CEO Jeff Smisek, who assumed the role once the merger between both carriers was made effective on October 1, 2009.
Last September, announced that Smisek was ousted amidst a federal investigation probing the link of the airline to the Port Authority of New York & New Jersey (PANYNJ), operators of Newark Liberty International Airport.
In his letter, ran in U.S. national circulation newspapers, Oscar Munoz did not offer a strategy to address the several problems that United Airlines is currently facing, but instead assured that he will listen to customers and employees.
“We are committed to re-earning your trust,” he wrote.
United AIrlines has set up unitedairtime.com, a website in which people may provide feedback and make inquiries to the airline. Questions vary from the decision of United of leaving JFK to strategies on how to boost the morale of the employees.
The airline posted a few questions and answers in advance of the site’s launch that focus on delayed luggage delivery, aging airplanes that lack Wi-Fi or working TVs and the poor quality of first-class meals.
“Let’s be honest, the implementation of the United and Continental merger has been rocky for customers and employees,” Munoz says on a video greeting on the site. “While it’s been improving recently, we still haven’t lived up to our promise or our potential.”