​United Airlines ditches plan to make CEO chairman after passenger scandal

The viral customer service disaster sparked decision airline will maintain an independent chairman

United Airlines has announced it has scrapped its plans to make CEO Oscar Munoz chairman in 2018, following the infamous forcible removal of a passenger that made global headlines as an epic customer service disaster.

Pursuant to The Securities Exchange Act of 1934 (US), United Continental Holdings filed a formal regulatory filing last friday confirming the decision to scrap plans to promote Oscar Munoz and instead, maintain an independent chairman for the company.

The announcement came a week after the notorious bloody Dr David Dao dragging incident, and on the same day American Airlines suspended an employee after a video, showing a violent dispute on one of its planes involving crew, several passengers and a distraught woman carrying a young child, quickly became viral.

In its regulatory filing, United Continental Holdings said maintaining an independent chairman is a way to ensure Munoz could more exclusively focus on his role as chief executive officer.

The carrier also revealed it would link executive bonuses in part to demonstrable progress towards improvements in customer experience.

“We continue to express our sincerest apology to Dr. Dao,” the airline stated in a press release. “We cannot stress enough that we remain steadfast in our commitment to make this right.

“This horrible situation has provided a harsh learning experience from which we will take immediate, concrete action. We have committed to our customers and our employees that we are going to fix what’s broken so this never happens again.”

According to the airline, Munoz and the company have called Dr Dao on numerous occasions to express their ‘heartfelt and deepest apologies.’

Dao is reportedly seeking legal action against the carrier while the incident continues to incite worldwide debate, outrage and satirical relief for social media audiences globally via viral memes and cartoons.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

Launch marketing council Episode 5: Retailer and supplier

In our fifth and final episode, we delve into the relationship between retailer and supplier and how it drives and influences launch marketing strategies and success. To do that, we’re joined by Campbell Davies, group general manager of Associated Retailers Limited, and Kristin Viccars, marketing director A/NZ, Apex Tool Group. Also featured are Five by Five Global managing director, Matt Lawton, and CMO’s Nadia Cameron.

More Videos

The best part: optimizing your site for SEO enables you to generate high traffic, and hence free B2B lead generation. This is done throug...

Sergiu Alexei

The top 6 content challenges facing B2B firms

Read more

Nowadays, when everything is being done online, it is good to know that someone is trying to make an improvement. As a company, you are o...

Marcus

10 lessons Telstra has learnt through its T22 transformation

Read more

Check out tiny twig for comfy and soft organic baby clothes.

Morgan mendoza

Binge and The Iconic launch Inactivewear clothing line

Read more

NetSuite started out as a cloud-based provider of Enterprise Resource Planning software or as NetSuite solution provider, which companies...

talalyousaf

NetSuite to acquire Bronto's digital marketing platform for US$200m

Read more

Thanks for sharing this post, its really good information I get through this blog.CDPO Online Exam Training

Infosectrain01

3 ways Booking.com is improving its B2B marketing game

Read more

Blog Posts

Getting privacy right in a first-party data world

With continued advances in marketing technology, data privacy continues to play catchup in terms of regulation, safety and use. The laws that do exist are open to interpretation and potential misuse and that has led to consumer mistrust and increasing calls for a stronger regulatory framework to protect personal information.

Furqan Wasif

Head of biddable media, Tug

​Beyond greenwashing: Why brands need to get their house in order first

Environmental, Social and (Corporate) Governance is a hot topic for brands right now. But before you start thinking about doing good, Craig Flanders says you best sort out the basics.

Craig Flanders

CEO, Spinach

​The value of collaboration: how to keep it together

Through the ages, from the fields to the factories to the office towers and now to our kitchen tables, collaboration has played a pivotal role in how we live and work. Together. We find partners, live as families, socialise in groups and work as teams. Ultimately, we rely on these collaborative structures to survive and thrive.

Rich Curtis

CEO, FutureBrand A/NZ

Sign in