United Airlines CEO Scott Kirby has issued an apology after chartering a private jet to fly to Denver, while his airline canceled thousands of flights, leaving some passengers stranded in airports around the country for days.
“Taking a private jet was the wrong decision because it was insensitive to our customers who were waiting to get home. I sincerely apologize to our customers and our team members who have been working around-the-clock for several days – often through severe weather – to take care of our customers,” Kirby said in a statement. “Watching our team firsthand with our customers at four different airports and during countless meetings this week, it’s clear to me they represent the best of United, and I regret that I have distracted from their professionalism. I promise to better demonstrate my respect for the dedication of our team members and the loyalty of our customers.”
Kirby reportedly chartered the plane Wednesday. That day, United canceled 751 flights, according to flight-tracking website FlightAware
Kirby initially blamed FAA staffing for the carrier’s issues this week following bad weather around New York, but the Department of Transportation highlighted that United fared worse than other carriers. That may be due in part to United relying more heavily on its Newark hub than other airlines that serve New York, but passengers were left frustrated by delays, cancellations and reroutes throughout the week.
Chaye Klomparens was traveling home to Grand Rapids, Michigan from Costa Rica with a group of her high school Spanish students earlier in the week. When the group arrived in Newark, they learned that their connecting flight had been canceled, and ultimately the airline split them up, sending half to Detroit and the other half to Chicago.
“We have been running on empty,” Klomparens told USA TODAY during the group’s ordeal. She said they waited in line for customer service for 15 hours at Newark.
The flight time from Teterboro, New Jersey, near Newark, where Kirby chartered his jet to Denver is approximately 3 hours and 40 minutes.
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Klomparens said she and her students did their best to support each other and other passengers who were waiting with them.
“I feel awful for people with small children or anybody traveling by themselves,” Klomparens said. “We were trying to help the people in line take turns, we’ll fill your water bottle, have some extra granola bars.”
Zach Wichter is a travel reporter for USA TODAY based in New York. You can reach him at zwichter@usatoday.com
