I don’t mean to beat this United situation to death – however, it occurs to me after reading the statement by its CEO that the advice he is receiving might be to, “Just lay low, wait for the public to move on to the next thing the President tweets, and this will all blow over.”
- That’s wrong.
In a statement this morning, United CEO Munoz wrote, ““When we approached one of these passengers to explain apologetically that he was being denied boarding, he raised his voice and refused to comply with crew member instructions.”
- That’s worse.
Not to nitpick – but, that’s a lie, Mr. Munoz. You did NOT “deny” this customer “boarding” – he was already seated on your damn plane!
- Your team of employees weren’t smart enough, evidently, to freaking count how many seats they needed before they allowed the passenger to scan his boarding pass at your counter and take his assigned seat on your aircraft.
- The colleagues that you are defending had your customer physically dragged off the plane because they weren’t educated enough to understand that passengers must come before your employees.
Should crew member instructions be followed? Of course. However, your passengers are not a bunch of unthinking morons.
- (OK – maybe a few of them are. Yes, I’ve flown your crappy planes well over a million miles. Yet, the importance of crew member instructions in non-emergency situations can never supersede basic human dignity.)
You run a damn airline. If YOU can’t figure out how to get your staff to Louisville on time to make a connection, no customer should be forced to change their plans and miss a flight for which they have already paid for and taken their seat, without receiving mutually acceptable compensation.
Sure, I understand that perhaps – technically speaking – you were enforcing your rules and regulations.
- Apparently, you think those policies are more important than customers, and that’s why you’re in the firestorm now that you seem to misunderstand.
Your airline is filled with liars, Mr. Munoz. You seem to be one of them. You pledge that you are the “friendly skies,” but some of the most unfriendly flight attendants and gate agents I’ve ever encountered work for you.
There comes a point where you cannot defend the indefensible.
You could use this as a teaching moment to reestablish your airline as one of superior service.
Instead, reportedly, your position is that you agree with the unbelievably egregious actions of your staff.
For that, not only should their employment be terminated – but, if you are this tone deaf and defiant, yours should be, too.