New United CEO promises to focus on passengers

New United Airlines CEO Oscar Munoz is promising to focus on passenger after taking over in the midst of a federal probe into allegations his predecessor offered flights to a small town destination to win favor from a New Jersey state official. 

Munoz was appointed to the post atop the Chicago-based airline last week in a shake up United admitted was related to the federal investigation. 

The new chief said in an email to United Mileage Plus members that he is “excited about the incredible opportunity that the United team has to improve the travel experience essential to the vitality of global business and to the personal lives of millions of people.

{mosads}”I want us to be your first choice for every trip you take, and we will put in the work needed to get there,” he wrote. 

“This goal can be achieved by delivering on three things that I believe are critical to any successful business,” Munoz continued. “First, we must focus on our customers….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 also identified greater teamwork and innovation among United employees as goals of his tenure atop the company, which is still working through issues related to its 2010 merger with Continental Airlines. 

Federal prosecutors have been investigating allegations that United offered flights from Newark to Columbia, S.C., to benefit the chairman of the Port of New York and New Jersey, which operates one of United’s biggest hubs, Newark Liberty International Airport. 

United said last week that its former CEO Jeff Smisek and two other high-ranking officials resigned immediately because of the investigation, which the company stressed it is cooperating with. 

Munoz did not mention the investigation in his email to passengers, but he promised “our passion for the safety of our customers and our people will be at the core of everything we do.

“My co-workers and I will work each and every day to earn your loyalty by holding true to these principles. We can do better, and will keep listening to our customers to become the top-performing airline,” he wrote. “My goal is for you to be as proud to fly United as I am to lead United.” 

United said when Munoz’ appointment was announced last week that he would provide a steady hand at the helm of the company, despite the ongoing federal investigation. 

“Oscar’s track record demonstrates that he has the right blend of strategic vision and strong leadership to continue United’s upward trajectory,” Board of Directors Chairman Henry Meyer said in a statement announcing the resignations of Smisek and United’s executive vice presidents of communications and government affairs. 

“United is well positioned to continue executing on its strategic plan to further improve performance and the value and service it provides to its customers,” Meyer continued. “I’m honored to have been elected non-executive chairman by my fellow directors. The board thanks Jeff for his service to both United Airlines and Continental Airlines.”