United Airlines has admitted in an open letter to customers it has failed to live up to the expectations of both passengers and employees.
In the letter, which was published in full-page newspaper ads, new CEO Oscar Munoz admitted the airline had made mistakes following its merger with Continental five years ago.
Munoz, who took over at United three weeks ago, said ‘the journey hasn’t always been smooth’ but he added: "We are committed to re-earning your trust."
The airline has set up a website UnitedAirtime.com, for people to ask questions and provide feedback to the airline. Complaints mentioned include delayed luggage, old aircraft, lack of Wi-Fi and poor quality meals in First Class.
"Let’s be honest — the implementation of the United and Continental merger has been rocky for customers and employees," Munoz said on a video posted on the site.
"While it’s been improving recently, we still haven’t lived up to our promise or our potential."
Last month United ousted Jeff Smisek, who took over the merged United Continental in 2009, due to the ongoing federal investigation into the carrier’s dealings with the Port Authority of New York and New Jersey.
