​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!

Error: Please check your email address.
Show Comments

Blog Posts

To DMP or not to DMP?

There are plenty of brands that can benefit from plugging into a data management platform. But should you engage an agency to run one or bring it in-house?

Ben Willee and Richard Taylor

Spinach Advertising

Innovations in retail will bring creative and technology closer than ever

While approaching a customer in a shop and asking what you can help them with is Retail 101, how many of us actually enjoy being approached? Generally, you have to give the forced, fake smile and say, “Just browsing, thanks,” while screaming on the inside, “just leave me alone!” Maybe it’s just me?

Jason Dooris

CEO and founder, Atomic 212

There’s a brand in my digital soup

Not a day passes by in the life of business executives where digital innovation or the prospect of disruption is not front of mind. This in turn, drives an unrelenting flow of questioning, discussion and strategy papers.

Jean-Luc Ambrosi

Author, marketer

It is really inspiring to see that medial psychology & machines are going hand in hand to innovate new things and even are improving ...

CBT Professionals

How psychology is shaping better machine learning

Read more

Anything is achievable when you talk the talk .. good luck

Mo Al Hooti

Data Creative crowns Matt Bates as new CMO

Read more

Great hire and good luck Andrew. I am sure you'll do a fabulous jobRob

Rob

Amaysim marketing and commercial chief joins property tech investment startup

Read more

I need to be reborn before i can grow up & become a contestent.

Kaye Peterkin

Channel Nine's content now streamed digitally on 9Now

Read more

I hope The Block, will continue for many many more seasons.When i die, & grow up, I want yo come back as a contestent.

Kaye Peterkin

Channel Nine's content now streamed digitally on 9Now

Read more

Latest Podcast

More podcasts

Sign in