Originally Posted by
dmurphynj
Burning the manual and trusting employees to do what’s right … what a crazy concept!
United is my sixth airline since 1990 so I've seen a lot of managements and CEOs. Scott Kirby has surprised me a number of times. First Oscar and now Scott. It's been a refreshing change.
Originally Posted by
lincolnjkc
On the flip side I really hope that this doesn't reduce the transparency for delay causes on United's digital channels
I don't think it will. The customer stories, that you see on the app, are produced through a separate process.
They will still have information for management to figure out where the problems are and what needs to be fixed. There will also be the DOT-required delay reporting. The change is in how the data is used internally so that an environment of doing what's right for the customers can exist without people trying to avoid blame as is common in the industry.