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Home Industry Airline

Boeing’s CX Misfortune Continues

byTeam CXP Asia
January 31, 2020
Boeing’s CX Misfortune Continues

Us air force top military officer reminded new Boeing Co.’s CEO that the company’s failure in providing a military combat ready refueling tank nine years after winning the RM178.41 billion project is disappointing.  

The new CEO Dave Calhoun who was appointed on January 13, will have his hands full on restoring customers faith in trusting the ill-fated 737 Max passenger jets and Boeing’s reputation on delivering the military projects. 

The warning was clear, as the Air Force chief of staff General David Goldfein wrote in a letter to the company 4 days before the new CEO was in.

’We require your attention and improved focus on the KC-46’’ tanker. The Air Force continues to accept deliveries of a tanker incapable of performing its primary operational mission. As one of your largest military customers, we also rely on a relationship of trust and confidence in not only Boeing’s products, but also the long term sustainment effort needed for equipment that our warfighters require’’.  

General David Goldfein

Among the problems Calhoun have to face is turning around Boeing’s fortune from series of unwanted incidents which resulted in the crashes of the Max that took away 346 lives. The incidents resulted in the grounding of its bestselling jets and caused the company’s stock to drop. Calhoun will also have to restore Boeings reputation and commitment to safety in gaining customers trust back.  

That is not the only problem which Boeing is facing currently. The company has also suffered numerous delays in completing its 777X jetliner which is rumored to have similar safety failings to the 737 Max and had an embarrassing disaster that caused their new space capsule to miss the meeting point with the International Space Station.  

For now though, regarding the military issue, a spokesman for Boeing responded by saying..

‘’Boeing is fully committed to addressing the Air Force concerns with the KC-46 program and devoting resources required to make the KC-46 fully mission capable’’.

Larry Chambers

The next 2 years would be crucial though for Boeing. Calhoun is facing an uphill battle in restoring Boeing’s reputation and customers trust. Ensuring safety to both its 737 Max and 777X jetliners together with delivering its military projects and fixing up its space program will be a place to start for now.  

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CXP Asia Team strives to bring the latest Customer Experience stories and insights from around the world.

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