United Airlines just announced 10 changes to its customer service policies on Thursday. And that’s just the beginning, according to United CEO Oscar Munoz.
“There are many more things in the works,” Munoz said in an interview with USA TODAY’s Today in the sky blog.
Munoz acknowledged the policies included in Thursday’s announcement were spurred by the company’s reaction to the April 9 incident on United Express Flight 3411. But he said United is using the opportunity to take a fresh look at all of its customer-service policies.
“It is our specific objective to try to make traveling a little bit easier and better in the friendly skies,” he said.
“The ones we’ve acted upon (already) – no law enforcement, other than for safety and security, and not deboarding anyone that’s already been boarded – those are aligned to that (preventing a repeat),” Munoz told Today in the Sky. “Certainly the incentive to go up (to $10,000) is part of that. But after that, it becomes the early start of our progression to our start of being infinitely more customer friendly.”
“When we talk common sense, we need to empower our folks to do things in the moment,” Munoz said before referencing a change that will minimize paperwork for passengers whose bags have been permanently lost by the airline. Expected to take effect in June, United will now reimburse those customers for claims up to $1,500, with “no questions asked.”
“The baggage policy, the bureaucracy … Gosh darn it, if we’ve lost your bag and we can’t find it, we shouldn’t put you through hell trying to figure out where receipts are for the bag and pair the socks and underwear that you bought months or years ago. It’s stupid. It doesn’t make sense,” Munoz said. “It’s policies like that that we’re going to start reviewing across the board to make sure we don’t have other things like that.”
He declined to offer a specific timetable, saying “I don’t want to start promising things and then not be able to deliver. I want to get things right. We don’t have a lot of room for leeway.”
Munoz touched on a number of other subjects related to…