April 19, 2017
The recent sickening incident of United Airlines (UA) injuring and then forcibly dragging an involuntarily bumped passenger off the plane, speaks volumes about the corporate culture at UA. True to form, the CEO of United Airlines soon proved beyond any doubt the toxic culture he created and the stupidity of the man in charge.
These days everyone has a smart phone with a camera. In no time, the video of the entire horrid episode is available for the whole world to see – how United Airlines treated its passenger. CEO of United Airlines, Oscar Munoz, sent an email to UA employees, further inflamed the outrage. Just like the video, didn’t Mr. Munoz think the email would also get out for the whole world to see?
Mr. Munoz supported the actions. “Our employees followed established procedures for dealing with situations like this.” You mean established procedures like forcibly dragging a passenger off the plane? He commended their actions. “I want to commend you for continuing to go above and beyond” I think the world would agree injuring and dragging a passenger off the plane is indeed going WAY above and beyond.
The employees of UA would not have acted this way without the CEO establishing a belligerent culture at the company. The employees of UA would not have acted this way without explicit or tacit approval from corporate higher-up. Mr. Munoz also said “we are taking a close look… Treating our customers…with respect and dignity is at the core of who we are.” No, apparently, treating your customers with respect and dignity is NOT your core value. And, dude, as for your close look, look no further than in the mirror. You, Mr. Munoz, are the problem.
Whatever United Airlines and this CEO thought they would gain (about getting 4 staff to their next flight), pales into such insignificance when compared to the bad publicity and damage to their brand. Apparently, damaging to the UA brand is no big deal for this CEO. The victim has already lawyered up. This will end up in court, and costing UA millions. Is the United Airlines Board of Directors watching the news? There is an idiot running your corporation. Do the one and only defined duty of any board – show the CEO the door.