According to a recent NPR article entitled 'It Was A Mistake Of Epic Proportions,' United CEO Testifies and written by Camila Domonoske & David Schaper, the CEO of United Airlines was “in the hot seat on Capitol Hill” Tuesday morning.
The NPR article states that CEO Oscar Munoz was “answering pointed questions from members of Congress about last month's incident in which a United passenger was dragged off a plane.”
"’It was a mistake of epic proportions,’ United CEO Oscar Munoz told representatives, as he explained how United has changed its rules moving forward. ‘In hindsight, clearly our policies broke down," explains Munoz in the article.
We agree with both statements. But, did this “mistake of epic proportions” or the ‘policy breakdown’ need to happen?
No - which is why many other airlines were questioned.
Domonoske and Schaper’s article explains that “executives from other airlines” were present as well during the examination.
Their report says that Congress scrutinized “customer service problems across the commercial aviation industry and considers legislation to better protect airline passengers.”
Why does it always take a devastating incident to drive change? Why don’t you regularly review your processes to avoid potential breakdowns altogether?