United Airlines just announced 10 changes to its customer service policies on Thursday. And thatâs just the beginning, according to United CEO Oscar Munoz.
âThere are many more things in the works,â Munoz said in an interview with USA TODAYâs Today in the sky blog.
Munoz acknowledged the policies included in Thursdayâs announcement were spurred by the companyâs reaction to the April 9 incident on United Express Flight 3411. But he said United is using the opportunity to take a fresh look at all of its customer-service policies.
âIt is our specific objective to try to make traveling a little bit easier and better in the friendly skies,â he said.
âThe ones weâve acted upon (already) â no law enforcement, other than for safety and security,Â and not deboarding anyone thatâs already been boarded â those are aligned to that (preventing a repeat),â Munoz told Today in the Sky. âCertainly the incentive to go up (to $10,000) is part of that. But after that, it becomes the early start of our progression to our start of being infinitely more customer friendly.â
âWhen we talk common sense, we need to empower our folks to do things in the moment,â Munoz said before referencing a change that will minimize paperwork for passengers whose bags have been permanently lost by the airline. Expected to take effect in June, United will now reimburse those customers for claims up to $1,500, with âno questions asked.â
âThe baggage policy, the bureaucracy â¦ Gosh darn it, if weâve lost your bag and we canât find it, we shouldnât put you through hell trying to figure out where receipts are for the bag and pair the socks and underwear that you bought months or years ago. Itâs stupid. It doesnât make sense,â Munoz said. âItâs policies like that that weâre going to start reviewing across the board to make sure we donât have other things like that.â
He declined to offer a specific timetable, saying âI donât want to start promising things and then not be able to deliver. I want to get things right. We donât have a lot of room for leeway.â
Munoz touched on a number of other subjects related to the Flight 3411 incident and its fallout. Read on for some additional highlights from his Wednesday interview with Today in the Sky:
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