We hear about airlines in the news frequently and it is typically because they are either doing something very good or something very bad. Poor customer service has really impacted them in recent years and United has not earned a good reputation as a result of those reports. Rebecca Kuchar Krutz has been a loyal Delta customer for quite some time but recently, she found herself on a United Airlines flight.
The CEO of the airline, Oscar Munoz got on board that particular flight and took a seat in first class. Perhaps others may have thought that he was sitting in the VIP section the same as any other ‘top dog’ who would be expected to get a free ride. Rebecca tried to keep her composure as she watched an elderly passenger unsuccessfully try to get past the CEO. She then realized what the airline was willing to do to prevent the elderly passenger from taking the seat that rightfully belonged to her.
United Airlines has received a lot of bad press recently. At one time, any news was good news as far as advertising was concerned but good news seems to be few and far between these days. Rebecca now has news to share and it is about as good as it gets.
“I’m a pretty loyal Delta Airlines customer. But tonight I was on a flight w the CEO of United. I was a bit surprised seeing him walk back into the economy section of the plane to take his seat. Seated in front of me on the plane was an elderly lady in her 80’s (maybe even early 90’s). She didn’t appear to be in great health and had a bit of a hard time with her speech. Prior to boarding, I’d seen Oscar (the CEO) make his way out of a crowd of people in order to go over and speak w her.”
When Rebecca saw Oscar saying hello to the elderly woman, she thought that it was a kind gesture. There were many other people who were trying to get his attention but he took the time with someone who was just a passenger on the plane. She was even more impressed that he insisted she take his seat in first class.
Rebecca heard more after the plane had landed. She told him that it had been a long time since she’d flown on an airplane. She was nervous and was quite impressed that Oscar gave up his first class seat for her. Rebecca was also impressed.
“That, ladies and gentleman, is how it should be done. Treat our elders with the respect and care they deserve. I may very well be a lifelong United customer after witnessing that act of selflessness by a man who likely has his own private plane, and yet was humble enough to give up his seat to an elderly lady he’d never met before, because he thought she’d be more comfortable there. United??”
As it turns out, Oscar sees the elderly woman as being more than just a nameless passenger. She was almost like his grandmother.
He was brought up to treat the elderly with respect. He had the following to say in an interview:
“I was brought up in a house where we were taught to respect our elders. I have a grandmother in her 90’s and if she walks into a room where family is seated, we rise and offer her the most comfortable seat. We do this out of love and respect as she is the matriarch of our family and we feel she deserves to be treated this way. You did this exact thing; only for a woman you’d never met before, and likely will never cross paths with again. Thank you for extending such kindness and respect to an elderly passenger. While it may have been a small gesture for you, I can assure you it meant a great deal to her, and though I don’t know her, it meant a great deal to me as well.”
The world would be a much better place if only half of the people acted in such a dignified way. When a CEO is willing to stand up and make passengers feel welcome, it makes the skies above us a much friendlier place.