{"id":157983,"date":"2026-09-19T00:06:00","date_gmt":"2026-09-18T18:36:00","guid":{"rendered":"https:\/\/aviationa2z.com\/?p=157983"},"modified":"2026-09-18T20:00:45","modified_gmt":"2026-09-18T14:30:45","slug":"united-airlines-want-flight-attendants-to-stop-apologizing-to-passengers","status":"publish","type":"post","link":"https:\/\/aviationa2z.com\/index.php\/2026\/09\/19\/united-airlines-want-flight-attendants-to-stop-apologizing-to-passengers\/","title":{"rendered":"CEO of This Airline Want Flight Attendants to Stop Apologizing to Passengers"},"content":{"rendered":"\n

CHICAGO\u2014<\/strong> United Airlines (UA) <\/a>CEO Scott Kirby says the airline should reach a point where flight attendants rarely need to apologize to passengers because the operation and onboard product work as expected.<\/p>\n\n\n\n

Speaking on Semafor\u2019s The CEO Signal, Kirby said his goal is to build an airline employees can feel proud to represent while reducing the service problems that place frontline workers in difficult situations.<\/p>\n\n\n\n

United has been investing heavily in its customer experience as part of a broader strategy focused on product, reliability, technology and service.<\/p>\n\n\n\n

Kirby\u2019s comments suggest that improving those areas should reduce the number of situations in which cabin crew members must handle passenger frustration caused by problems they cannot personally fix.<\/p>\n\n\n\n

\"CEO
Photo: Cl\u00e9ment Alloing<\/figcaption><\/figure>\n\n\n\n

United Service Strategy Takes Shape<\/h2>\n\n\n\n

Kirby\u2019s approach places the responsibility for service quality beyond the cabin crew.<\/p>\n\n\n\n

Flight attendants can provide attentive hospitality, but they cannot repair a faulty seat, restore a broken power outlet, replace missing catering or resolve an unreliable entertainment system during a flight.<\/p>\n\n\n\n

When those problems occur, cabin crew often become the passengers\u2019 main point of contact. Improving the underlying product could therefore allow employees to spend more time delivering hospitality instead of managing complaints and explaining operational shortcomings.<\/p>\n\n\n\n

United has already made several major investments in this area. The airline has expanded seatback entertainment across its fleet and is installing Starlink Wi-Fi<\/a>, while its wider customer strategy also includes new aircraft interiors and digital improvements.<\/p>\n\n\n\n

\"United
Photo: Scott Kirby LinkedIn Page<\/figcaption><\/figure>\n\n\n\n