Septemb

ber 8, 2015

ow employees:
Dear fello
Today we
w are announcing a se
eries of exe
ecutive chan
nges, which are effectivve immediattely. I
recognize
e that this news
n
is unex
xpected, and
d I want you
u to hear it d
directly from
m me, as United’s
new CEO
O.
Jeff Smisek, Nene Foxhall, EVP
E
of com
mmunication
ns and govvernment afffairs, and Mark
Anderson
n, SVP of co
orporate and
d governmen
nt affairs, ha ve stepped down from ttheir roles. T
These
departure
es are in co
onnection witth United’s previously
p
d
disclosed internal investigation relatted to
the federral investigattion associatted with the Port Authorrity of New Y
York and New
w Jersey.
In additio
on, the comp
pany announced Henry L. Meyer II I, a current United direcctor and the
e lead
independ
dent directorr, has been named
n
non-e
executive ch
hairman of th
he board.
As we move
m
forward
d, let me ta
ake a mome
ent to tell yo
ou a little bitt about mysself. As you may
know, I have
h
been on the board of directors of United, a
and previoussly Continenttal, for more
e than
a decade
e. I am also a longtime United
U
custo
omer. Before
e today, I wa
as the presid
dent and CO
OO of
CSX, one
e of the largest railroads
s in North Am
merica. Prio r to that, I w
worked for se
everal well known
consume
er brands inc
cluding AT&T
T, Pepsico, and The Co
oca-Cola Com
mpany.
I took this job becaus
se I am excited by whatt we can do together. Th
here is incre
edible opporttunity
for innov
vation, for earnings
e
gro
owth, and fo
or improving
g an experie
ence that is essential to
o the
vitality off global business and to
o the person
nal lives of m
millions of p
people. I will be relentle
ess in
pursuing these goals
s, and I hope
e and expectt that all of yyou will sharre that same passion.
In the coming weeks
s, I will be ma
aking my firs
st visits arou
und the syste
em. I want to
o talk to as m
many
of you as
s possible because I wa
ant to get to know you a
and what you think abou
ut how thing
gs are
going. Ho
ow can we operate
o
bettter? How ca
an we betterr serve our ccustomers? What suppo
ort do
o regularly ttravel the syystem
you need
d to deliver that?
t
You’ll be seeing me
m frequentl y; I intend to
to hear about
a
our ope
erations dire
ectly from yo
ou – and you
u can hold m
me accountab
ble for that.
In my career, I’ve found that thre
ee things arre critical to any successsful businesss. First, we must
focus on customers and what we
w can to do help them
m. In the tele
ecommunica
ations, conssumer
products and railwa
ay businesse
es, there are very rea
al consequences if you
u don’t mee
et the
consume
er’s needs and desires. There are also substanttive rewardss for doing so, and espe
ecially
for excee
eding custo
omer expecttations. Every day, you
u win or losse customerrs based on
n the
slightest change in value and quality.
As you know, in the airline
a
business, this is especially
e
crritical. Gettin
ng people wh
here they wa
ant to
go, reliab
bly and happ
pily, can mak
ke or break their ability tto succeed iin a work en
ndeavor or to
o hug
a family member
m
at an
a importantt moment.
At United
d, I will dedic
cate myself to
t making ou
ur airline flye
er-friendly.
Continued
d…

Page 2

Second, in any orga
anization, especially a great airline, it’s all abou
ut teamwork. I like to refer to
this as “s
shared purpo
ose.” We are in a servic
ce business,, and the tho
ousands of people who work
here are the key ingrredient determining our success. To
o get our passsengers wh
here they wa
ant to
go safely
y and happily requires thousands of us workking togethe
er with a sh
hared purposse of
supportin
ng each othe
er in serving
g our custom
mers. To ach
hieve this, w
we must crea
ate and susttain a
respectfu
ul dialog abo
out our com
mmon goals – an ongo ing converssation among ourselvess. We
cannot do this apart.
Third, I am
a excited to
o be a part of a compan
ny and indusstry that dem
mands innovvation. The w
world
around us
u is chang
ging. There are new forms
f
of lo
oyalty progra
ams and a
affinity group
ps, a
constantly changing regulatory environment
e
t, plus new digital and n
networking ttechnologiess that
are emerging on a daily basis. At United,, we will em
mbrace this change, an
nd make this an
energized and excitin
ng place to work.
w
Above alll, my careerr has taughtt me that safety is param
mount. Our passion for the safety o
of our
people and our custo
omers must be at the co
ore of everyth
hing we do.
As we bring this airline forward, I promise to hold true
e to these p
principles of customer fo
ocus,
teamwork through ou
ur shared pu
urpose, continual innova
ation, and of course, safe
ety.
munities to respect eacch other and
I want ou
ur customers
s, my fellow
w workers, and our comm
d take
pride in our
o accomp
plishments. Thank
T
you for
f your ded
dication to our customerrs and to Un
nited,
and I look forward to meeting you soon.

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