Video: Smucker Questions United Airlines CEO in Transportation Committee Oversight Hearing
Washington, D.C. – U.S. Rep. Lloyd Smucker (PA-16), in a Transportation and Infrastructure Committee hearing examining airline customer service, today questioned United Airlines CEO Oscar Munoz on his response to the shocking incident that occurred on Flight 3411 on April 9th.
During the hearing, Rep. Smucker said:
"I believe, in many ways, the top of the organization and the CEO sets the tone. I was a small business owner, admittedly much smaller with a few hundred employees, but the tone of the CEO is absolutely critical to driving customer service throughout the organization.
"Mr. Munoz, you asked us to trust you, today, to make the changes that will be needed for United. I must tell you, if I'm a member of the general public, seeing the reaction of United initially, and in the few weeks after the incident, there's a lot of work to be done to convince us that you are responding properly to this horrific event."
On April 11th, Rep. Smucker sent a letter to Mr. Munoz demanding answers about the incident, and today addressed United's response. Rep. Smucker said:
"Mr. Munoz, it took you two weeks to respond to that letter. The response did not fully address the questions. You did send a review and action report. I was amazed that report did not even mention that your passenger was physically harmed."
You can watch the video here.
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