今天就在 UA 與 David Tao 和解後,
UA 立刻發信給所有的會員, (我跟家裡的其他成員都收到了~)
標題是: Actions Speak Louder than Words
中文翻譯就是諺語:坐而言不如起而行；行動勝於空談
內文如下:
Each flight you take with us represents an important promise we make to you,
our customer. It's not simply that we make sure you reach your destination
safely and on time, but also that you will be treated with the highest level
of service and the deepest sense of dignity and respect.
Earlier this month, we broke that trust when a passenger was forcibly removed
from one of our planes. We can never say we are sorry enough for what
occurred, but we also know meaningful actions will speak louder than words.
For the past several weeks, we have been urgently working to answer two
questions: How did this happen, and how can we do our best to ensure this
never happens again?
It happened because our corporate policies were placed ahead of our shared
values. Our procedures got in the way of our employees doing what they know
is right.
Fixing that problem starts now with changing how we fly, serve and respect
our customers. This is a turning point for all of us here at United – and as
CEO, it's my responsibility to make sure that we learn from this experience
and redouble our efforts to put our customers at the center of everything we
do.
That’s why we announced that we will no longer ask law enforcement to remove
customers from a flight and customers will not be required to give up their
seat once on board – except in matters of safety or security.
We also know that despite our best efforts, when things don’t go the way
they should, we need to be there for you to make things right. There are
several new ways we’re going to do just that.
We will increase incentives for voluntary rebooking up to $10,000 and will be
eliminating the red tape on permanently lost bags with a new
"no-questions-asked" $1,500 reimbursement policy. We will also be rolling out
a new app for our employees that will enable them to provide on-the-spot
goodwill gestures in the form of miles, travel credit and other amenities
when your experience with us misses the mark. You can learn more about these
commitments and many other changes at hub.united.com.
While these actions are important, I have found myself reflecting more
broadly on the role we play and the responsibilities we have to you and the
communities we serve.
I believe we must go further in redefining what United's corporate
citizenship looks like in our society. You can and ought to expect more from
us, and we intend to live up to those higher expectations in the way we
embody social responsibility and civic leadership everywhere we operate. I
hope you will see that pledge express itself in our actions going forward, of
which these initial, though important, changes are merely a first step.
Our goal should be nothing less than to make you truly proud to say, "I fly
United."
Ultimately, the measure of our success is your satisfaction and the past
several weeks have moved us to go further than ever before in elevating your
experience with us. I know our 87,000 employees have taken this message to
heart, and they are as energized as ever to fulfill our promise to serve you
better with each flight and earn the trust you’ve given us.
We are working harder than ever for the privilege to serve you and I know we
will be stronger, better and the customer-focused airline you expect and
deserve.
With Great Gratitude,
Oscar Munoz
Oscar Munoz
CEO
United Airlines
幾個自己看到的重點:
1. 若遇到需要旅客下機的情形, 不會再請求法律部門(航警)支援。
2. 自願更改航班的賠償金額, 最高額度提升到 1萬鎂。
3. 若旅客行李遺失, 不問原因, 直接先賠償 1500鎂。
4. 終極目標: 旅客可以大聲地講出: I fly United. XDDD
心得:
所以...老屁股還是打死不下台就是了~