united78

Congratulations on your appointment.

I would like to acknowledge the great work of your predecessor - building a leading American airline, focusing on delivering shareholder returns across an economic cycle and investing in the product to bring United Business into the 21st century.

Despite this, there remain many challenges, which should be a focus for a new leadership team. As a former Global Services member of eight years, I have since altered my flying patterns but occasionally will fly United on certain routes. Here are some of my observations:

1) Regain operational excellence - on time departures and arrivals, luggage delivery and employee morale

2) Refocus on building a leading premium product attractive to high value flyers that contribute to the bottom line. This means updated cabins, service, innovation and excellent, for which United was once known.

3) Continue focus on shareholder returns and a strong balance sheet - as investments in people, products and planes - all depend upon this.

Wish you a successful and enjoyable tenor as CEO

Richard Chen

Dear Oscar,

Is your only letter the C-suite-style committee-approved email or will you speak to the frank concerns we all have?