United CEO's Explosive Attack on Budget Airlines: 'A Crappy Model That Screws Customers'

United CEO Slams Budget Airlines: 'Crappy Model' Designed to 'Screw the Customer' United Airlines CEO Scott Kirby recently launched a scathing attack on the budget airline model, calling it a failed approach that prioritizes profit over passenger experience. In an interview, Kirby didn't mince words, stating, "Look, it's a crappy model. Sorry. The model was: Screw the customer." His comments sparked a heated debate among consumers and industry experts. Kirby's criticism centers on the deceptive pricing practices often employed by budget airlines. He argued that these airlines lure customers with low base fares, only to hit them with unexpected fees for baggage, seat selection, and other services. This, he claimed, creates a negative customer experience and ultimately undermines long-term sustainability. However, not everyone agrees with Kirby's assessment. Many commenters on the video defended budget airlines, highlighting their affordability for budget travelers. One commenter wrote, "I never had a problem with spirit. Pa to Florida and back for under 200$. Now that same flight is $200 each way." This highlights the ongoing debate about the balance between affordability and customer service in the airline industry. Kirby contrasted the budget model with JetBlue's approach, praising their focus on customer experience. He recounted a personal experience flying JetBlue, where he observed passengers expressing satisfaction with the airline's service. This suggests that a customer-centric approach may be a more sustainable long-term strategy for airlines. Kirby's outspoken criticism has reignited the debate about the future of the budget airline model and the importance of customer satisfaction in the airline industry. The long-term consequences of this model remain to be seen, but Kirby's comments have undoubtedly sparked important conversations about consumer protection and airline business practices.