United CEO's Email to Customers

United's new CEO Oscar Munoz has reached out to United Mileage Plus members to introduce himself and try to improve the airline's image. Three executives, including the former CEO, left the company because of potential improprieties.

After communicating with employees, Munoz has sent a similar message to customers.

 

In an article, "How A Scandal Has Given New Life To United Airlines," the author discusses the airlines' stock gain for the past couple of days. Perhaps the CEO's clear, personal communications are contributing to the recent attention.

Discussion Starters:

• Compare the messages to employees and customers. What differences and similarities do you notice?
• In his message to customers, Munoz did not mention that executives recently left the company. What factors do you think he considered in making this decision?