On April 12, I blogged about the immediate aftermath of United Airlines’ CEO Oscar Munoz’ (lack of) leadership. This following the upsetting video that surfaced the night of April 9th, showing the violent removal of a passenger from an aircraft. On April 19, I wrote a further commentary in my regular column for The Globe & Mail – Lessons from the United Airlines debacle (or how not to destroy your brand) – in which laid out five leadership lessons that any CEO should internalize so as not to find themselves in similar shaky situations in the future.
Is it too little, too late?
I still maintain that this unfortunate United Airlines incident is destined to become a textbook case of how a leader should not act in a state of crisis (particularly in the age of the Internet). But I am pleased to say that on April 27, Munoz also demonstrated how to do it right. United issued the results of their internal investigation as well as a public apology in major newspapers, individual apologies to the airline’s frequent flyers (I got an email) and a statement on their website. Granted, it may be the proverbial equivalent of shutting the stable door after the horse has bolted, but in my opinion, late is better than never. Continue reading