United CEO Oscar Munoz Also Owes Investors An Apology

So Many Voices

Adding to the difficulty is the fact that United was formed through a merger with Continental and Republic Airlines (United Express lines), which means the company has "three different versions of people involved."

"In a social media environment where everybody has a camera we are on stage every day," Odland emphasized. "And every customer facing person needs to be trained in that regard."

Odland believes Munoz is a good person, but he still needs to apologize to investors and the earliest he can do so is during Monday's post-earnings conference call.

Bottom line, Odland believes Munoz will indeed "take accountability." The fact remains, however, that getting through the horrible event and erasing the negative perception among consumers isn't a one month or even one-year effort.