New United Airlines CEO Oscar Munoz pledged to work on timeliness,
employee relations and technological innovation in a letter to the airline's
customers Tuesday.
“Getting you to your destination, on schedule, can make or break
your ability to succeed in a work endeavor or to hug a family member at an important
moment,” Munoz said in the missive, which went out to Mileage Plus members. “If
our performance has not met your expectations, I want you to know I'm committed
to learning how to better meet your needs and desires.”
Munoz, formerly the COO of CSX Corp., took over as United CEO last
week after the abrupt resignation of Jeff Smisek amid a corruption
investigation. He has inherited an airline that is still struggling with
reliability performance measures, such as timeliness, five years after its
merger with Continental. United is also involved in drawn out contractual
negotiations with unions representing its mechanics and flight attendants.
Munoz said customer satisfaction, teamwork and innovation will be
his top three priorities at the airline.