Name: Why United Airlines CEO Scott Kirby Prioritizes Employee Satisfaction
Uploaded: 2026-05-07T11:00:00Z
Duration: 40 s
Description: For United Airlines CEO Scott Kirby, customer satisfaction isn't a frontline issue—it's a leadership responsibility. Kirby explains why exceptional service starts with executives who prioritize and support their workers.

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For United Airlines CEO Scott Kirby, customer satisfaction isn't a frontline issue—it's a leadership responsibility. Kirby explains why exceptional service starts with executives who prioritize and support their workers. Photo: United Airlines

https://m.wsj.net/video/20260501/f8b146a7-de0c-4e6b-bd68-b24be2b11aee/1/hls/manifest-hd-wifi.m3u8

For United Airlines CEO Scott Kirby, customer satisfaction isn't a frontline issue—it's a leadership responsibility. Kirby explains why exceptional service starts with executives who prioritize and support their workers.

Why United Airlines CEO Scott Kirby Prioritizes Employee Satisfaction

The most important part of how all of you feel when you fly United is how the flight attendants make you feel. And if they feel good, then they deliver great customer service that my previous employer, I used to get so mad, like we'd have our flight attendant scores would be low, in-flight scores would be low, and our team people would say, "Oh, we gotta send the flight attendants to training." And I would just be angry and derisively called it SMILE training and said, "We don't need to send our flight attendants "to training, we need to go to training. "It's our job to make them feel good. "If they feel good, then they're gonna "deliver for our customers." And that's when you start to build a brand-loyal airline that employees are proud of. All of that just starts to go together and then you get positive feedback.

The WSJ Leadership Institute Presents: Leaders. A new podcast series bringing you revealing conversations with top executives shaping business today. Hosted by Alan Murray, president of the WSJ Leadership Institute, the series goes beyond headlines to explore how leadership really works in times of upheaval, transformation, and uncertainty. Our first episode was released Monday, Sept. 22, at 5:00 a.m. ET, with new episodes every other Monday.