I woke up this morning to an interesting email from United Airlines CEO Scott Kirby. It announced a pretty drastic change for United airlines: "We're making a big change ... for the better," writes Kirby. "To support you during your U.S. travels, we've decided to get rid of change fees for good." More specifically, Kirby says United customers can say goodbye to change fees on most Economy (and all premium) tickets when traveling within the U.S., Puerto Rico, and the U.S. Virgin Islands. Additionally, Kirby says that beginning in January, "United will be the only U.S. airline to let customers in all classes of service fly same-day standby for free." A close analysis of this email and its context teaches a subtle yet powerful lesson in emotional intelligence, the ability to make emotions work for you, instead of against you. It also reveals something more: a change in thinking that could cause a ripple effect throughout the entire airline industry. (Read more in today's column.) #United #airlineindustry #emotionalintelligence #management #leadership #pandemic2020 #covid19 #eqapplied #MakeEmotionsWorkForYouNotAgainstYou …see more