Although I didn't think I would say it, I believe Scott Kirby is doing an amazing job as the CEO of United Airlines. Let me explain.Why I was skeptical about Kirby's move to United States2016 saw the announcement that Scott Kirby, American Airlines President, would be moving to United Airlines. He was then appointed to the same position. The industry was shocked as Kirby had been Doug Parker's right-hand man for several decades. He also led two major mergers that took place back in the America West.It was clear that Kirby moved to United. Kirby was being trained to be the CEO of United. He didn't see any path to that position at American. In 2020 Kirby was named CEO of United.Many people were skeptical that Kirby would make United into US Airways in 2008, making Greyhound look like Emirates. Kirby was known for being a numbers-oriented guy and it was said that he never came across any cost-cutting initiative that he did not like.He was also taking over United after a difficult few years.After being involved in a scandal and leaving the company in a very toxic place following the merger with Continental, Jeff Smisek, United CEO, resigned in 2015.Oscar Munoz was named CEO at that time. He was a good leader for employees and was perhaps what the airline needed at that moment. However, he wasn't necessarily the most knowledgeable or effective person in the industry.In the five previous years, Dr. Dao was dragged off UA3411. This was the most important thing United was famous for.Although Kirby has only been in his new position for a little over a year, and it was during a pandemic outbreak, it has been a pleasure to see another side of Kirby, which has made me optimistic about United's future.United was in a difficult time when Kirby assumed controlWhy Kirby has exceeded all my expectationsThis has been an extremely difficult year for the airline industry. It is not the best time to be named CEO. However, Kirby has exceeded my expectations in terms service, communication and managing expectations. United is also looking to the future and competing with Delta, rather than American. United is now a leader in many areas, and not a follower as it was previously.The passenger experience is what we are interested in:United was the first major airline to eliminate all change fees during the pandemic. Other airlines had more generous policies.United was the first airline to offer hot meals in first-class.United is overhauling its fleet of narrow-bodied aircraft to keep it in line and better than Delta.United did the best job managing its operations in the pandemic. And unlike American and Delta, there haven't been any operational meltdowns.United introduces swanky new interiors for narrow bodiesCommunication is everythingKirby has presented the most accurate and realistic picture of what happened since the outbreak of the pandemic. Parker stated from the beginning that everything would be okay and that one round government aid would suffice to get America through this mess. Kirby did not say that because he knew that it was false.Kirby stated from the beginning that he would require vaccinations for employees. United is the only carrier that has made that commitment.Historically, Delta has been an innovator among major US airlines and one that looks to the future. It is interesting to see that United is now looking ahead, regardless of whether they order supersonic planes, electric air taxis or electric regional aircrafts. We will see if any of these concepts are realized, but it is a positive outlook for United. Historically, Delta was the coolest airline with innovative ideas like this.It might not happen, but it sure looks cool!Let me be clear, I don't think Kirby will make United into Qatar Airways. He will continue to invest in the passenger experience. United has already reduced some aspects of Polaris' experience (even before the pandemic). But I think Kirby will balance these things with a thoughtful approach.He recognizes that people will pay more to get a better product but doesn't believe there is a greater ROI than a certain point. That's fair enough.Was Kirby able to have a change in heart?The guy who in 2008 wanted to charge for bottled waters now wants to offer a premium experience and put televisions on every plane. This is how I see it.Kirby was always the number two man at America West, US Airways and American Airlines. It is anyone's guess how much power that Kirby actually had. He was there to carry out Parkers vision. That can be confusing, as he doesnt seem to have much vision.Kirby is right to see a different type of airline. It's hard to argue that United has the best global route network. That's why United should be positioned as a premium carrier.Kirby, who has been in Parkers shadow for some decades, I believe, on some level, has something to prove. I think that of all the three big CEOs, he is the most driven to make a difference.United has a long road aheadWhile I am impressed with the direction United is going, it's not likely that much will change overnight. I asked a while back whether United could be a premium airline.Although company executives say and do the right thing, there is still much to be done.Although United's new narrow-body interiors look fantastic, it will take several years before they are available on the vast majority of fleets. Additionally, United's Wi-Fi is not competitive with what American and Delta offer.United has a serious problem with employee morale, customer service, and customer satisfaction. Personally, I find United's frontline employees several notches below Deltas and even on par with Americans,United conveys that it wants to be a premium airline. However, United also has policies that send a very different message. For example, United has the most expensive basic economy fares among the three major carriers. This doesn't feel premium to me.Although I am impressed with the direction United is going, it seems fair to me that they should also balance it with these. Customer service is the biggest problem United must address at this time. This is a skill that Delta has demonstrated a lot of success with.United has some way to goBottom lineScott Kirby's move to United was a worry for me. United might race American down the ranks, instead of Delta up the ladder. It suffices to say, I've been impressed.Although there is still much to do, it's exciting to see where United is heading under Kirbys leadership. United was a sincere and honest communicator in the face of the pandemic. United is now aiming to become the new Delta.It remains to be seen how that will play out, but Kirby's time at United so far has been entertaining to watch.What do you think about Kirby's work at United?
