Photo: Anthony Hershko The aviation crisis in the United States persists amid the government shutdown, which has led the Federal Aviation Administration (FAA) to direct a reduction in the number of flights.
United Airlines, one of the largest in the United States, had to cancel hundreds of flights over the last weekend. In an internal message distributed by the company’s CEO, Scott Kirby, United thanked the company’s teams for their quick and efficient response to the operational challenge.
Scott Kirby. Photo: UNITEDKirky stated that the company acted "quickly and strategically" to implement the directives while maintaining safety and providing solutions for passengers. The company launched a dedicated website where cancellations and ongoing updates were posted, informed passengers of flight changes via the app, and allowed all passengers, even those with non-refundable tickets, to receive a full refund or choose an alternative flight.
Kirby noted that the company's new service policy is primarily aimed at "doing what's right for customers and crews without worrying about the expense or short-term financial impact".
Despite the unusual congestion, according to the CEO, when more than 7,500 delays were reported on Saturday alone across the entire industry, United managed to register one of its highest customer satisfaction weeks since 2022, with three days making it to the list of the top 25 days with the best service scores in the past four years.
"It's clear that the way that you have come together to take care of our customers has made an impact and is a genuine reflection of Good Leads The Way," said Kirby, adding, "I've never been prouder to be on this team with all of you."