A Brand for social justice
In 2020, brands did something they’d never done before: They spoke up about race.
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.
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In this latest episode of our conversations over a cuppa with CMO, we catch up with the delightful Pip Arthur, Microsoft Australia's chief marketing officer and communications director, to talk about thinking differently, delivering on B2B connection in the crisis, brand purpose and marketing transformation.
In 2020, brands did something they’d never done before: They spoke up about race.
‘Business as unusual’ is a term my organisation has adopted to describe the professional aftermath of COVID-19 and the rest of the tragic events this year. Social distancing, perspex screens at counters and masks in all manner of situations have introduced us to a world we were never familiar with. But, as we keep being reminded, this is the new normal. This is the world we created. Yet we also have the opportunity to create something else.
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