United CEO focuses on improving customer experience

United Airlines CEO Scott Kirby was among aviation leaders interviewed by a BBC reporter for a series airing this week in which the executives encouraged governments to synchronize their travel policies to enable the recovery of air travel from the pandemic. Kirby also highlighted the leadership lessons provided by the crisis, saying, “Many of us in aviation have a new focus and commitment to change the customer experience. To use what we went through — the worst crisis in history — as a transformative moment to really make it better for customers.”