The Promise United Airlines Never Made


Before passing my own judgments on what occurred with United Airlines and their incredible lack of customer safety, service, and offering of dignity to passengers from the recent debacle, I thought I’d better look it up on their web site first.

What does United Airlines truly stand for?

What is their Promise to the Customer?

I believe any of us truly wanted to give them the benefit of the doubt.

Yet here it is, in plain English, a screenshot from their web site and Mission Statement called Customer Commitment!


United Airlines Mission Statement – Where’s The Promise?


A Commitment is a strong word, but not as strong as a Promise kept.

2nd paragraph begins, “Our goal is to make every flight a positive experience for our customers.”


Hmmmm.  Looks like a really REALLY big miss on that goal.  Don’t think the Doc had a positive experience, United.


Time and time again on this blog I have asked, “Why set a GOAL when you can MAKE A PROMISE?”


Folks, goals are not strong enough.  I don’t care about your goals, I don’t care about your “commitment”, I only care about your promises.

Promise me you’ll give me the best deal.

Promise me you’ll get me to my destination.

Promise me you’ll treat me with respect and give me a positive experience in your care.

If I see one more Mission Statement with “this is our goal…” wording I’m going to lose it.

But as we’ve seen, United has lost it.  Lost credibility, lost money, lost customers.


A goal is something that can be moved, can be altered depending on circumstance, on feeling.  If I set a goal to hit a deadline it may or may not happen.  Even a commitment to do better isn’t you giving me your word.  But if you set a Promise to hit the deadline you’re going to deliver!

Change your words, change your outcome.   Goals are particulars, Promises are proclamations.

As we can see, this “Commitment” or “Goal” on their mission statement isn’t strong enough.

United Airlines, please create a Mission Statement we can believe, something that promises us you won’t rip us off airplanes in favor of getting seats for your employees.

What goals and commitments can you shift into promises in your business today?


~ jason hewlett

Jason Hewlett, CSP (Certified Speaking Professional), CPAE Speaker Hall of Fame, is a Keynote Speaker for the largest corporate events in the world. His primary message, The Promise, is essential for Leadership, Management, Sales, Marketing, Direct-Sales Companies, and is a combination of engagement and entertainment meets inspiration.  Jason has even received standing ovations from IT guys.  He has been acknowledged as life-changing by Conference Attendees, C-Level Executives and Hollywood Elite.

Please click here to learn about how Jason Hewlett, Speaker Hall of Fame, introduces the opportunity for you, or someone you love, to have the gift of learning how to create a Career From the Stage and begin moving toward fulfilling a lifelong dream as a full-time speaker, performer, or entertainer.

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  1. On the money Jason! Seems like United and so many other companies have lost their focus and lost their way. In a big company – any company, keeping a promise can be a challenge but if they do, the rewards can be HUGE!

    It’s simple actually.

    What United wrote in their Customer Commitment is a bold LIE. Truth in advertising?

    Keep up inspiring and motivating us….. good stuff.



    Truth In Advertising:

    When consumers see or hear an advertisement, whether it’s on the Internet, radio or television, or anywhere else, federal law says that ad must be truthful, not misleading, and, when appropriate, backed by scientific evidence. The Federal Trade Commission enforces these truth-in-advertising laws, and it applies the same standards no matter where an ad appears – in newspapers and magazines, online, in the mail, or on billboards or buses. The FTC looks especially closely at advertising claims that can affect consumers’ health or their pocketbooks – claims about food, over-the-counter drugs, dietary supplements, alcohol, and tobacco and on conduct related to high-tech products and the Internet. The FTC also monitors and writes reports about ad industry practices regarding the marketing of alcohol and tobacco.

    When the FTC finds a case of fraud perpetrated on consumers, the agency files actions in federal district court for immediate and permanent orders to stop scams; prevent fraudsters from perpetrating scams in the future; freeze their assets; and get compensation for victims.

    • Jason Hewlett

      Very well said my friend. Thank you Bob for commenting and posting. You of all people know the Promise kept to Family with what you have done with Healing Hearts and Bobby’s memory and legacy. You’re the best! Excited to see you again in a few months!

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