There’s a fine line between confidence and delusion, and I’ll let everyone decide where exactly this falls.
In this post:
Scott Kirby thinks United is the best airline ever
Live and Let’s Fly shares how United CEO Scott Kirby has posted his annual Veterans Day message for employees, and it contains a couple of interesting nuggets:
Hello everyone, thank you for all that you’ve done to make United Airlines the best airline in the history of aviation. I’m so proud of all of you. But today, I wanted to you and say happy Veterans Day and thanks to all the people who served in our country’s armed forces in the past or are serving today.
I’m coming to you today from my alma mater here at the United States Air Force Academy, where I just got to see hundreds of cadets and really be inspired for the next generation. And people that are volunteering, that are making the same kind of commitment that many of you had to make sure that this stays the greatest country on Earth. So thank you to everyone at United Airlines for making us the best airline in history and all the veterans who have made this the greatest country on Earth. Thank you.
As you can see, Kirby declares United “the best airline in the history of aviation,” and labels the United States “the greatest country on Earth.” This isn’t the first time that Kirby has referred to United as the greatest airline in the world, and for that matter, he has also called United “the de facto flag carrier in the United States.”
United has no doubt made incredible strides, but one certainly wonders by what metric United is the greatest airline in history:
- If we’re talking about profitability or overall brand perception, there’s no denying that Delta still has the edge, even if United is narrowing the gap
- If we’re talking about how big the route network is, then United does have the most global route network of any US airline, but aviation goes beyond the US, and there are global airlines with more global route networks
- I don’t think anyone would argue that United (or any US airline) is the world’s best when it comes to passenger experience
This is a ridiculous statement, but to Kirby’s credit…
Suffice to say that I think Kirby declaring United as the greatest airline in history is an outrageous stretch, and something straight out the Delta or EDITION marketing handbooks.
To Kirby’s credit, there’s something to be said for the strong direction in which he’s leading United, in terms of route network, passenger experience, and technology. If you want to get employees onboard with a vision, telling them that they’re working for the greatest airline in history, and that they’re part of that success story, maybe isn’t a bad strategy.
So as much as I detest this ridiculous exaggeration, it’s quite a contrast to American, which is far too honest. Employees there have no real vision tog et behind, as management can’t decide what the airline is supposed to be (now it’s supposed to be premium… again… but there’s some catching up to do).
Remember when American’s slogan was “Going for Great,” but then they eliminated that, because… well, I guess they weren’t going for great anymore? And heck, that was just an expression of where the airline was supposed to be going, rather than where it was.
At least this is internal communication intended to rally employees, rather than something the airline is expressing publicly in press releases. To me that makes it a bit more palatable.
Bottom line
United Airlines CEO Scott Kirby thinks United is the greatest airline in the history of aviation, flying from the greatest country on planet earth. No one can say he isn’t confident, and ultimately this isn’t drastically different than what he has said in the past.
While I think Kirby is taking some (massive) liberties here, I guess that’s one way to rally employees, and get them onboard with delivering an experience in line with the direction he is trying to take the airline.
What do you make of Kirby’s comments about United being the greatest airline in the history of the world?
Sheesh, Kirby's even more of a brown-nose than Pam Bondi.
Got one remaining itinerary with United this year; no plans with them in 2026. *phew*
But are they the most…premium?
Honestly, once they wrap the cabin retrofits, actually get their stuff together with the catering which is still abysmal compared to Delta, and do a mayor overhaul of their lounges, I would actually agree with them.
They already got stylish cabins, a crazily massive international route network, the best airline app, best bedding, and at least recently, pretty great morale from all the staff.
Yes it’s true Ben. Unfortunately because of events you may have now been enjoying lifetime status. Nevertheless United will continue to be my preferred airline. Just a few miles from lifetime GS.
If Delta said this, you absolutely would've called them delusional and taken an opinionated stance.
You were flipping out because of some marketing buzzwords they were using for their catering.
The hypocrisy is unreal. It's ok to call airlines delusional or whatever you want, but have some consistent standards.
@ Julia -- Did you read the post? I called this "ridiculous" and an "outrageous stretch," and *literally* compared it to being a page out of Delta's playbook.
Depends on how you measure greatness. But why would he say anything else? And if not United, then who?
lol
I'm guessing Kirby is just echoing Maga jigonism to make glorious leader happy.
An homest statement would be, "United, we're slightly better than American."
Sans the cigarette smoke I'd take the UA of 1970 (or any other surviving airline) than the UA of 2025. Yes, technology has made it easier to book and manage your flight but I'd still take 1970. Again, sans cigarette smoke.
Lack of nonstops due to range.
Limited entertainment.
Limited interline.
Lack of national breadth.
A crash+fatality rate that's miles and away worse than today.
Ticket prices that less than 5% of the nation could afford, prior to 1978.
And yes, SMOKING; because it's not like you can magically separate that from the times.
So exactly what are you longing for?
More legroom? -you could have that today, if you...
Lack of nonstops due to range.
Limited entertainment.
Limited interline.
Lack of national breadth.
A crash+fatality rate that's miles and away worse than today.
Ticket prices that less than 5% of the nation could afford, prior to 1978.
And yes, SMOKING; because it's not like you can magically separate that from the times.
So exactly what are you longing for?
More legroom? -you could have that today, if you pay for it.
More food? -you could have that today, if you pay for it.
Bigger seats? -you could have that today, if you pay for it.
Only thing you can't really get, is young 20-something chicks who have to put up with a lot of physical/sexual molestation, without saying or doing anything about it. So there's that.
No, that’s Lufthansa
United CEO talks waaaaay too much. And it’s often farcical. United doesn’t even have the best economy or premium economy or business class among American carriers. Hard and soft products range from mediocre to slightly above avg. IT is better than many carriers tho.
I think in terms of ease of use and efficiency for business travel from/to the US, United may well actually be the best airline in the world. In terms of global hard product/customer service. Very far off. But honestly - I prioritise the first at this point.
Another politically driven anti administration post for the second day in a row by this blogger.
Hes choosing to go after Scott Kirby who supports our President.
United in fact has been consistently rated the top carrier by many consumer groups. But hey, let’s just ignore the facts.
Watch out, US-Gestapo is watching if you say anything against the great leader.
I think AA’s slogan during the “Going for Great” days should have been, and perhaps still should be “AAiming for AAdequate.”
Yes, and Donald Trump is the greatest president in history, and we have the hottest economy in history, and costs of groceries have come down more in the last 10 months than any period in history, and this is the most transparent government in history. All of these things are true!
You forgot the '/s'
The problem is that a CEO has to have the currency of respect, which in turn means that when you say something people will believe it. Unfortunately, Kirby rides the line between liar and simply delusional. As a result we simply cannot trust that anything he says is true. That’s why he needs a demotion to be under some visionary type like Oscar Munoz.
"That’s why he needs a demotion"
UA's owners (aka shareholders) have zero reason to demand that, as he's done the #1 thing they want, which is sustainably increase the stock value relative to what it was.
Anything other than that, in vulture-capitalist America, is gravy.
At what?
Honestly from a veterans and a leaders perspective this is exactly what you want. Every organization should view itself as the best at what they do. I mean maybe there is a lesson for all of us here. Be the best at what you do and if you aren’t project that confidence anyways. When I was in the Army the unit I was in was always the best (even when it wasn’t). Lucky you don’t...
Honestly from a veterans and a leaders perspective this is exactly what you want. Every organization should view itself as the best at what they do. I mean maybe there is a lesson for all of us here. Be the best at what you do and if you aren’t project that confidence anyways. When I was in the Army the unit I was in was always the best (even when it wasn’t). Lucky you don’t ever want to just say your blog in the best. From a motivational perspective imagine if he said “United we are number two in the US and 18th in world”. I would rather work for the optimist than the realist any day of the week.
My former company had one of those 'optimistic' leaders.
Whenever employees had a problem with decisions coming from management, they were wrong because our company was so great and wonderful. Management never listened to concerns from people who worked with clients and many clients walked away.
Last I heard, they have had to reorganise and cut a significant number of staff because they lost so many clients.
But at least the CEO...
My former company had one of those 'optimistic' leaders.
Whenever employees had a problem with decisions coming from management, they were wrong because our company was so great and wonderful. Management never listened to concerns from people who worked with clients and many clients walked away.
Last I heard, they have had to reorganise and cut a significant number of staff because they lost so many clients.
But at least the CEO was an optimist rather than a realist...
Yo charles, You actually think everyone should be delusional and sociopathic?
@ Bobby. No your confusing optimism vs blind optimism. But you guys are all just so negative in the comments section here.
@Grey there is a difference in what you are talking about. A message on Veterans Day saying your the best is what I would expect from a leader. Of course they need to be realistic when making tough decisions for the organization. Why do you think I heard how the US Army is...
@ Bobby. No your confusing optimism vs blind optimism. But you guys are all just so negative in the comments section here.
@Grey there is a difference in what you are talking about. A message on Veterans Day saying your the best is what I would expect from a leader. Of course they need to be realistic when making tough decisions for the organization. Why do you think I heard how the US Army is “the greatest fighting force in all the land” daily? Optimism has been scientifically proven to increase productivity and improve mood. You guys be pessimistic all you want. Makes no difference to me.
There was a time, in the 1970's, after Pan AM began its deterioration, that United might have been the best airline in the world. But those days are long gone.
I was a 1K with United for years. In 2013, after FIVE horrific (and I mean horrific) customer service experiences in four months, I told the manager at ORD that either they made this right or I would never fly UA again. He simply...
There was a time, in the 1970's, after Pan AM began its deterioration, that United might have been the best airline in the world. But those days are long gone.
I was a 1K with United for years. In 2013, after FIVE horrific (and I mean horrific) customer service experiences in four months, I told the manager at ORD that either they made this right or I would never fly UA again. He simply didn't care. Haven't flown them since.
Unfortunately, Delta and American (the latter moreso) joined UA's race to the bottom and, as is the case in so many other parts of our economy, the USA is no longer the best in aviation even though we were the nation that invented it.
It is really sad.
seems plausible; AA doesn't really have UA's intl network
Lol