Go behind the scenes of the aviation industry as Oscar Munoz tells
soulful lessons about how he rose from humble immigrant origins to
lead United Airlines through one of modern business' greatest
turnarounds, navigating crises and even a heart transplant along
the way, but ultimately inspiring his employees to unite and fly as
one. United Airlines, the iconic brand that invented the "Friendly
Skies" and built modern aviation, found itself amid rough
turbulence and was anything but united in 2015. With its reputation
in freefall, operations and profits cratering, customer and
employee trust fraying-and competitors pushing into coveted
routes-United needed a new captain to turn things around, fast. A
Mexican immigrant and the first Latino to run a major airline,
Oscar Munoz was an unlikely choice to take the helm, and he proved
himself a very kind of different CEO. Embarking on a global
listening tour, talking with thousands of employees and customers,
he sold United's board on an unconventional Wall Street-defying
strategy: Put Employees First. He believed the people of United,
who had kept faith through it all, needed someone to believe in,
and who'd believe in them. While trying to bring United back to
life, a private drama was unfolding when 37 days into the job,
Munoz suffered a heart attack, launching an against-the-clock race
for a heart transplant, all while he led United-even from a
hospital bed-through its crucible moment. Five years later, United
emerged as a true aviation success story, leading the industry with
sky-high metrics, while earning a genuine trust from employees and
labor, built on what Munoz called "The New Spirit of United." In
this deeply personal memoir, go behind the scenes of commercial
aviation as Oscar tells how his employees pulled off one of the
greatest comeback feats of all-time, and offers soulful leadership
lessons much needed in today's world: listening with heart and
empathy; defending employees, especially through PR crises,
including Covid; building durable cultures that are profitable
because they're principled; and charting a genuinely inclusive
economy for the future.
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