​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

Blog Posts

Is customer segmentation dead?

Ginni Rometty, the CEO of IBM, announced the death of customer segmentation five years ago saying, "The shift is to go from the segment to the individual. She might have been a bit premature for most marketers, but if customer segmentation isn't dead yet, it's definitely on life support.

Richard Taylor

Senior digital strategist, Spinach

How people buy brands

Andrew Ehrenberg was a giant in the field of marketing science. He believed scientific methods could reveal law-like patterns of how people buy. In this post, I summarise one of Ehrenberg’s most important discoveries and its implications on how people buy brands.

Kyle Ross

Strategist, TRP

Is artificial intelligence riddled with bias?

The purpose of Artificial Intelligence (AI) has always been to replace the menial and repetitive tasks we do each day in every sector, so that we can concentrate on doing what we do best. Saving time and money has certainly been a decent outcome as AI infiltrates the business landscape, however, now we are starting to see problems that cause major issues in practice.

Katja Forbes

Founder and chief, sfyte

At the deeper levels of artificial intelligence, computing machines make all kinds of correlations among whatever data is available to th...

Fraction Tech

Is artificial intelligence riddled with bias? - Customer Design - CMO Australia

Read more

https://myiplookup.com/ - find your ip address and location information in our main page. Also there are many ip tools you can use : IP L...

savefrom

iSelect outlines new approach to arrest ineffective marketing as its reports full-year results

Read more

https://myiplookup.com/ - this website will allow you to View Alexa Ranking and graph Check http headers of a website, tool to compare te...

savefrom

The Star's first CMO creates all-new marketing team

Read more

Good tips to follow. Thank you!

Anna Travis

5 things every business can do to drive brand loyalty

Read more

Thank you! That was useful to know.

Belia Adam

Why your best social marketing brand tool could be hiding in plain sight

Read more

Latest Podcast

More podcasts

Sign in