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ユナイテッド航空の再発防止策

オーバーブッキング時に降機を拒否した乗客を引きずり出したユナイテッド航空のCEOから、再発防止策がメールで送られてきました。全文は下記の通り。

対策内容を要約すると、

・乗客を降機させるために警察などの法執行機関の介入をやめる。

・一度乗機した人には降機を求めない。

・自主的にフライトをあきらめてくれる人への謝礼を1万ドル(約110万円)まで引き上げる。

・チェックイン荷物紛失の場合、煩雑な手続きを省き、「何も聞かずに」1,500ドル(約165,000円)を実行する。

・従業員向けのアプリを開発し、何か問題が起こった場合は、その場でマイルや旅行クレジットや粗品などの対応をする。

だそうです。

「クレームにはとにかくマイルを出す」とユナイテッド航空のクレーム担当者が言ってたというのを、別の航空会社のクレーム担当から聞いたことがありますので、ユナイテッド航空らしい対策といえば対策。逆に、「オーバーブッキングをなくす」(=客席消化率が下がって利益が減る)という方向にはいかないのか、というのが率直な感想です。

これが企業文化というものなんですね。

ただ、問題発生から1か月もたたないうちに、これだけのことをきちんと決めて全世界の顧客に提示する、という断固とした姿勢は評価できます。これもやはり企業文化と言えるでしょう。

Dear Ms Goto,

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

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