United Airlines CEO sends out an apology
Here is a chance for you to combine your Chinese language study with the latest updates on what United Airlines CEO Oscar Munoz sent out to United Customers via email as an apology for the forced removal and subsequent injury of Dr. David Dao. United has changed its policies ande sent this email out to the members of its frequent flyer program.
The inserts of the Chinese vocabulary are thanks to FlipWord, a startup that calls itself the 'lazy way to learn a language'.
Each 航班 (háng bān) you take with us represents an important promise we make to you, our customer. It's not simply that we make sure you reach your destination safely and 准时 (zhǔn shí), but also that you will be treated with the highest 平 (píng) of service and the deepest 意义 (yì yì) of dignity and 尊敬 (zūn jìng).
Earlier this month, we broke that 信任 (xìn rèn) when a passenger was forcibly removed from one of our planes. We can never say we are 遗憾 (yí hàn) enough for what occurred, but we also know meaningful actions will speak louder than words.
For the past 数 (shù) weeks, we have been urgently working to answer two questions: How did this happen, and how can we do our best to ensure this never happens again?
It happened because our corporate policies were placed ahead of our shared values. Our procedures got in the way of our employees doing what they know is right.
Fixing that problem starts now with changing how we fly, serve and 尊敬 (zūn jìng) our customers. This is a turning point for all of us here at United – and as CEO, it's my responsibility to make sure that we learn from this 感受 (gǎn shòu) and redouble our efforts to put our customers at the 中心 (zhōng xīn) of everything we do.
That’s why we announced that we will no longer ask law enforcement to remove customers from a 航班 (háng bān) and customers will not be 必要 (bì yào) to 戒 (jiè) their 座位 (zuò wèi) 曾经 (céng jīng) on board – except in matters of safety or security.
We also know that despite our best efforts, when things don’t go the way they should, we need to be there for you to make things 权利 (quán lì). There are 数 (shù) new ways we’re going to do just that.
We will increase incentives for voluntary rebooking up to $10,000 and will be eliminating the red tape on permanently 失去 (shī qù) 塑料袋 (sù liào dài) with a new "no-questions-asked" $1,500 reimbursement policy. We will also be rolling out a new app for our employees that will enable them to provide on-the-spot goodwill gestures in the 填空 (tián kòng) of miles, travel credit and other amenities when your 感受 (gǎn shòu) with us misses the mark. You can learn more 绕 (rào) these commitments and many other changes at hub.united.com.
While these actions are important, I have found myself reflecting more broadly on the role we play and the responsibilities we have to you and the communities we serve.
I believe we must go further in redefining what United's corporate citizenship looks like in our society. You can and ought to expect more from us, and we intend to live up to those higher expectations in the way we embody social responsibility and civic 领导 (lǐng dǎo) everywhere we operate. I hope you will see that pledge 表达 (biǎo dá) itself in our actions going forward, of which these initial, though important, changes are merely a 首 (shǒu) step.
Our goal should be nothing less than to make you truly 得意 (dé yì) to say, "I fly United."
Ultimately, the measure of our success is your satisfaction and the past 数 (shù) weeks have moved us to go further than ever before in elevating your 感受 (gǎn shòu) with us. I know our 87,000 employees have taken this message to 心脏 (xīn zàng), and they are as energized as ever to fulfill our promise to serve you better with each 航班 (háng bān) and earn the 信任 (xìn rèn) you’ve given us.
We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve.
With 伟大 (wěi dà) Gratitude,