United CEO Scott Kirby Aims to Eliminate the Need for Flight Attendant Apologies
United Airlines CEO Scott Kirby has stated his goal is to eliminate situations where flight attendants must apologize to passengers. Speaking at a staff town hall, Kirby emphasized that this initiative is not about banning apologies but about improving service to prevent issues from occurring in the first place. He wants to empower employees with the tools and authority to proactively solve problems, thus enhancing the customer experience. This strategy aims to shift the focus from reactive apologies to proactive solutions, ultimately creating a better work environment for crew and a smoother journey for travelers.
Official Source: https://www.paddleyourownkanoo.com/2026/09/10/united-airlines-ceo-scott-kirby-says-his-goal-is-to-eliminate-the-need-for-flight-attendants-to-apologize/
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