United’s 2010 merger with Continental Airlines created the largest airline in the world. However, the airline is still dealing with integration problems related to the merger. The technical glitches related to the integration of the two airlines’ booking systems have frequently lead to flight disruptions and angry passengers.
Over the last year, the airline has been rated as one of the worst by passengers in terms of service as well as on-time performance. Despite a number of recent initiatives such as the introduction of Dreamliners, it remains a difficult task for United’s CEO, Jeffery A. Smisek, to turn the airline around.
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For United, Big Problems at Biggest Airline