Ua hoʻomaopopo hope ka Luna Nui o United Airlines iā ia (a me ka mokulele) "pilikia."
Ua pale mua ʻo Oscar Munoz i nā hana a ka mea lawe kaʻa a hōʻino i ka mea kaʻa i hōʻole ʻole e haʻalele i kona noho a huki ʻia mai ka mokulele.
A laila ua kala ʻole ʻo Munoz. A laila ua kala hou ʻo ia. A hou. A laila ua ʻae ʻo Munoz i kāna pane ʻana, kahi āna i hoʻopiʻi ai i ka mea holo kaʻa a ʻae ʻia i kāna mau hana limahana, "ʻaʻole i manaʻo ʻia."
A laila ua hiki i ka manawa no ka hoʻomalu pōʻino.
Ua hoʻouna ʻia ka leka ma lalo nei (i kakau inoa ʻia e Oscar Munoz, CEO United Airlines) i nā lele lele pinepine a pau o United Mileage Plus:
MileagePlus # XXXXXXXXX
Aloha Manulele
ʻO kēlā me kēia lele āu e lawe pū ai me mākou he ʻōlelo hoʻohiki koʻikoʻi a mākou e hana ai iā ʻoe, kā mākou mea kūʻai. ʻAʻole wale mākou e hōʻoia ʻoe e hōʻea i kou wahi e hele ai me ka maluhia a me ka manawa, akā e mālama pū ʻia ʻoe me ka pae kiʻekiʻe o ka lawelawe a me ka manaʻo hohonu o ka hanohano a me ka mahalo.
Ma mua o kēia mahina, ua uhaʻi mākou i kēlā hilinaʻi i ka wā i hoʻoneʻe ʻia ai kahi kaʻa mai kekahi o kā mākou mokulele. ʻAʻole hiki iā mākou ke ʻōlelo i ko mākou kaumaha nui no ka mea i hana ʻia, akā ʻike pū mākou e ʻoi aku ka leo o nā hana kūpono ma mua o nā huaʻōlelo.
No nā pule i hala iho nei, ua hana wikiwiki mākou e pane i nā nīnau ʻelua: Pehea i hana ʻia ai kēia, a pehea mākou e hana ai i ka mea maikaʻi loa e hōʻoia ʻaʻole e hiki hou kēia?
Ua hana ʻia no ka mea ua kau ʻia kā mākou mau kulekele hui ma mua o kā mākou mau waiwai like. Ua pilikia kā mākou mau kaʻina hana i kā mākou poʻe limahana e hana i ka mea a lākou i ʻike pono ai.
Hoʻomaka ka hoʻoponopono ʻana i kēlā pilikia i kēia manawa me ka hoʻololi ʻana i kā mākou lele ʻana, lawelawe a mahalo i kā mākou mea kūʻai. He wahi hoʻololi kēia no mākou a pau ma United – a ma ke ʻano he Luna Nui, naʻu koʻu kuleana e hōʻoia e aʻo mākou mai kēia ʻike a hoʻonui hou i kā mākou mau hana e kau i kā mākou mea kūʻai ma ke kikowaena o nā mea āpau a mākou e hana ai.
No laila mākou i hoʻolaha ai ʻaʻole mākou e noi hou aku i nā mea hoʻokō kānāwai e wehe i nā mea kūʻai mai kahi mokulele a ʻaʻole koi ʻia nā mea kūʻai aku e hāʻawi i ko lākou noho hoʻokahi ma luna o ka moku – koe wale nō nā mea e pili ana i ka palekana a i ʻole ka palekana.
Ua ʻike nō hoʻi mākou ʻoiai ʻo kā mākou hoʻoikaika maikaʻi loa, inā ʻaʻole hele nā mea e like me ka mea e pono ai, pono mākou e hele ma laila e hoʻoponopono i nā mea. Nui nā ala hou e hana ai mākou i kēlā.
E hoʻonui mākou i nā mea hoʻoikaika no ka hoʻopaʻa hou ʻana a hiki i $ 10,000 a e hoʻopau mākou i ka ʻulaʻula i nā ʻeke nalowale mau loa me kahi kulekele uku hou "ʻaʻohe nīnau" $ 1,500. E ʻōwili pū mākou i kahi polokalamu hou no kā mākou limahana e hiki ai iā lākou ke hāʻawi i nā ʻano hana maikaʻi ma ka wahi ma ke ʻano o nā mile, ka hōʻaiʻē huakaʻi a me nā pono ʻē aʻe ke hala kāu ʻike me mākou. Hiki iā ʻoe ke aʻo hou aku e pili ana i kēia mau hoʻohiki a me nā hoʻololi ʻē aʻe he nui ma hub.united.com.
ʻOiai he mea nui kēia mau hana, ua ʻike wau iaʻu iho e noʻonoʻo nui ana i ka hana a mākou e pāʻani nei a me nā kuleana a mākou iā ʻoe a me nā kaiāulu a mākou e lawelawe nei.
Ke manaʻoʻiʻo nei au e pono mākou e hele hou i ka wehewehe hou ʻana i ke ʻano o ke ʻano kupa o United i ko mākou kaiāulu. Inā ʻo kā mākou ʻoihana nui e lawe wale aku iā ʻoe i kou wahi e hele ai, e hōʻike ana ia i ka nele o ka noʻonoʻo pono i kā mākou ʻaoʻao. Hiki iā ʻoe a pono e manaʻo hou aʻe mai iā mākou, a ke manaʻo nei mākou e hoʻokō i kēlā mau manaʻolana kiʻekiʻe ma ke ʻano o kā mākou hoʻokō ʻana i ke kuleana pilikanaka a me ke alakaʻi civic ma nā wahi āpau a mākou e hana ai. Manaʻo wau e ʻike ʻoe i kēlā hoʻohiki e hōʻike iā ia iho i kā mākou mau hana i mua, kahi o kēia mau hoʻololi mua, ʻoiai koʻikoʻi, he hana mua wale nō.
ʻO kā mākou pahuhopu he mea liʻiliʻi wale nō ma mua o ka hoʻokiʻekiʻe maoli ʻana iā ʻoe e ʻōlelo, "E lele au iā United."
ʻO ka hope loa, ʻo ke ana o kā mākou kūleʻa ʻo ia kou ʻoluʻolu a ua hoʻoneʻe ʻia nā pule i hala aku nei e hele i mua o ka wā ma mua i ka hoʻokiʻekiʻe ʻana i kāu ʻike me mākou. Ua ʻike au ua lawe kā mākou mau limahana 87,000 i kēia ʻōlelo i ka puʻuwai, a ua ikaika lākou e hoʻokō i kā mākou ʻōlelo hoʻohiki e lawelawe maikaʻi aku iā ʻoe i kēlā me kēia lele a loaʻa ka hilinaʻi āu i hāʻawi mai ai iā mākou.
Ke hana ikaika nei mākou ma mua o ka manawa no ka pono e lawelawe iā ʻoe a ʻike wau e ʻoi aku ka ikaika, ʻoi aku ka maikaʻi a me ka mokulele e pili ana i nā mea kūʻai aku āu e manaʻo ai a kūpono.
Me ka mahalo nui,
ʻO Oscar Munoz
CEO
Hawaiian Airlines
He liʻiliʻi paha, lohi loa? Na ka manawa e haʻi. Akā i kēia manawa, ʻoi aku ka maikaʻi o ke koho o ka lele ʻana me United Airlines no ka nui o nā lele.
He aha e lawe ʻia mai kēia ʻatikala:
- 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 experience and redouble our efforts to put our customers at the center of everything we do.
- I know our 87,000 employees have taken this message to heart, and they are as energized as ever to fulfill our promise to serve you better with each flight and earn the trust you've given us.
- 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 form of miles, travel credit and other amenities when your experience with us misses the mark.
