Finding Mastery with Dr. Michael Gervais cover image

Putting People First - Leadership Insights from Former United Airlines CEO | Oscar Munoz

Finding Mastery with Dr. Michael Gervais

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How to Overcome Overbooking

"I used the word re accommodated rather than overbooked to take the focus away from this concept of overbooking," he said. "We let the policies and procedures of running an airline get in the way of treating someone, a human being." He added: "It is never, never too late to do the right thing"

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