On April 23, 2019, ABC News had a curious interview with Oscar Munoz, the boss of United Airlines. In fact, the interview raises the impression of sponsored content, as advertisements in online media nowadays are called. The interviewer is ABC News' Senior Transportation Correspondent David Kerley. He raises the point of the ever shrinking seat.
Seats can get smaller
"I think we are nearing a point certainly that we can't do that anymore," says Munoz. Passengers won't be happy with this response. We are nearing a point where we cannot make the seats any smaller. Thus, for now they can still get smaller than they already are for an indefinite period of time.
Poor in-flight Wi-Fi
Kerley also asks why Wi-Fi does so often not work on flights. However, he doesn't touch on the sometimes mediocre quality of in-flight Wi-Fi when it does work
Munoz responds by summing up excuses rather than causes: 'a complicated technology, different carriers, different transmissions, different aircraft, but we will fix that.'
Not the right provider
He fails to explain how, but he does add that United needs to find the right provider. So United has so far been unable to find the right provider, but will fix it in future anyway.
How about the boss of a hotel chain who would state something similar by pointing to different hotels, different transmissions, and so forth. Who would accept those excuses for a poor Wi-Fi quality in hotel rooms?
Kerley asks Munoz what his message is to passengers who are sometimes frustrated. His message appears to be 'empathy.' Many travelers would have preferred to hear something different. For example, concrete solutions to the many problems and inconveniences passengers experience during air travel.
Not looking bright
Somehow the interview reminds us to what Michael O'Leary, the boss of Ryanair, said to the British newspaper The Telegraph on September 27, 2006: "We don't look bright. If we were bright we wouldn't be working for airlines."
Tags: Oscar Munoz, United Airlines, in-flight Wi-Fi