Turnaround Time
Uniting an Airline and Its Employees in the Friendly Skies
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Narrated by:
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Oscar Munoz
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Christopher Salazar
About this listen
Wall Street Journal Bestseller
Go behind the scenes with the CEO who led United Airlines’ remarkable turnaround.
Around the world and around the clock, the people of United Airlines are locked in a struggle against time to ensure your aircraft lands and takes off for another flight safely and efficiently. This “turnaround time” is the heartbeat of an industry in which the margin for error is nil and success is measured by fractions of a second.
Turning around an aircraft and turning around an airline are very different challenges in most respects, except one: it takes a united team to perform it well.
In 2015, when Oscar Munoz took the helm of this iconic brand, its culture was anything but united and its reputation was in free fall. A merger with its onetime rival Continental had stalled, operational and financial performance was badly trailing those of its competitors, and the bonds of trust with shareholders, customers, and employees had reached a breaking point.
Setting out an ambitious plan to rejuvenate the company, Oscar learned that there was nothing wrong at United that couldn’t be fixed by championing what was right—the employees themselves.
Meanwhile, only a month into the job, Oscar suffered a near-fatal heart attack that set in motion a race against the clock to find a heart transplant to save his life, even as he fought to salvage his vision for United’s revival. The health emergency might have been the end of the story—until employees and union leaders rallied around Oscar, inspiring him to pull through, something he did within weeks following a successful procedure.
Oscar and the people he led, both with new leases on life, would go on to weather more turbulence, overcoming battles with investors and navigating several PR crises—including a global pandemic—to deliver top-tier operational performance, strong returns to shareholders, and ascending levels of customer satisfaction. By the end of his tenure, the people of United were finally flying together as one team, defying pessimism from industry insiders and rekindling optimism from employees and the customers they served.
With candor, humor, and heartfelt wisdom, Oscar reveals how he rose from humble immigrant origins to lead United Airlines through one of modern business’s greatest corporate turnarounds. He offers soulful, much-needed leadership lessons for today’s world: listening with empathy, standing up for employees, building durable cultures that are profitable because they’re principled, and advancing a vision for a genuinely inclusive economy for the future.
©2023 Oscar Munoz (P)2023 HarperCollins PublishersListeners also enjoyed...
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How Money Became Dangerous
- The Inside Story of Our Turbulent Relationship with Modern Finance
- By: Christopher Varelas, Dan Stone
- Narrated by: Roger Wayne
- Length: 14 hrs and 43 mins
- Unabridged
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From a veteran of the trade, a provocative and entertaining voyage into the turbulent heart of modern money that sheds new light on the rise of our threatening and complicated financial system, how money became our adversary, and why finding a new course is crucial to a healthy society.
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Must read
- By Craig M. Stratton on 02-08-20
By: Christopher Varelas, and others
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Good for the Money
- My Fight to Pay Back America
- By: Bob Benmosche
- Narrated by: Sean Pratt
- Length: 9 hrs and 33 mins
- Unabridged
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In 2009, at the peak of the financial crisis, AIG - the American insurance behemoth - was sinking fast. It was the peg upon which the nation hung its ire and resentment during the financial crisis: the pinnacle of Wall Street arrogance and greed. When Bob Benmosche climbed aboard as CEO, it was widely assumed that he would go down with his ship. In mere months, he turned things around, pulling AIG from the brink of financial collapse and restoring its profitability.
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Worthwhile, informative, and just short of inspiring
- By Preston on 11-17-21
By: Bob Benmosche
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The High-Speed Company
- Creating Urgency and Growth in a Nanosecond Culture
- By: Jason Jennings, Laurence Haughton
- Narrated by: Jason Jennings
- Length: 6 hrs and 52 mins
- Unabridged
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Best-selling author Jason Jennings believes that urgency and speed are keys to the growth of any business. Leaders need to adapt and ignite their workplace cultures to prevent everyone from falling behind. Jennings draws on years of research and 11,000+ in-depth interviews with executives, business owners, and CEOs across the country to uncover how successful leaders build cultures that support constant innovation and growth.
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Incredible testament to the spirit of positive growth and change
- By Alexandra d. on 04-05-23
By: Jason Jennings, and others
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Hopping Over the Rabbit Hole
- How Entrepreneurs Turn Failure into Success
- By: Anthony Scaramucci
- Narrated by: Anthony Scaramucci
- Length: 6 hrs and 38 mins
- Unabridged
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Hopping Over the Rabbit Hole chronicles the rise, fall, and resurgence of SkyBridge Capital founder Anthony Scaramucci, giving you a primer on how to thrive in an unpredictable business environment. The sheer number of American success stories has created a false impression that becoming an entrepreneur is a can't-miss endeavor - but nothing could be further from the truth. Hopping Over the Rabbit Hole gives you the skills, insight, and mindset you need to be one of the winners.
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Scaramucci is Key to Making America Great Again
- By Cynthia on 07-24-17
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Shortest Way Home
- One Mayor's Challenge and a Model for America's Future
- By: Pete Buttigieg
- Narrated by: Pete Buttigieg
- Length: 9 hrs and 57 mins
- Unabridged
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Once described by The Washington Post as "the most interesting mayor you've never heard of", Pete Buttigieg, the 36-year-old Democratic mayor of South Bend, Indiana, has improbably emerged as one of the nation's most visionary politicians. First elected in 2011, Buttigieg left a successful business career to move back to his hometown, previously tagged by Newsweek as a "dying city", and transformed it into a shining model of urban reinvention.
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Reveals a Person Wise & Experienced & Literate
- By dbbks3 on 03-17-19
By: Pete Buttigieg
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It Shouldn't Be This Hard to Serve Your Country
- Our Broken Government and the Plight of Veterans
- By: David Shulkin
- Narrated by: Daniel Thomas May, David Shulkin
- Length: 11 hrs and 21 mins
- Unabridged
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Known in health care circles for his ability to fix ailing hospitals, Dr. David Shulkin was originally brought into government by President Obama, in an attempt to save the broken Department of Veterans Affairs. When President Trump made him VA secretary, Dr. Shulkin was as shocked as anyone. Yet this surprise was trivial compared to what Shulkin encountered as the VA secretary: a team of political appointees devoted to stopping anyone - including the secretary himself - who stood in the way of privatizing the organization and implementing their agenda.
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A Powerful Account by an Impressive Public Servant
- By Tom on 12-10-19
By: David Shulkin
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Alibaba's World
- How a Remarkable Chinese Company Is Changing the Face of Global Business
- By: Porter Erisman
- Narrated by: George Newbern
- Length: 6 hrs and 5 mins
- Unabridged
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In September 2014, a Chinese company that most Americans had never heard of held the largest IPO in history - bigger than Google, Facebook, and Twitter combined. Alibaba, now the world's largest ecommerce company, mostly escaped Western notice for over 10 years, while building a customer base larger than Amazon's and handling the bulk of ecommerce transactions in China. How did it happen? And what was it like to be along for such a revolutionary ride?
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Not bad
- By Daniel on 09-12-15
By: Porter Erisman
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The Little Big Things
- 163 Ways to Pursue EXCELLENCE
- By: Tom Peters
- Narrated by: Tom Peters
- Length: 11 hrs and 57 mins
- Unabridged
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"Years ago, I wrote about a retail store in the Palo Alto environs—a good one, which had a box of two-cent candies at the checkout. I subsequently remember that 'little' parting gesture of the two-cent candy as a symbol of all that is Excellent at that store. Dozens of people who have attended seminars of mine have come up to remind me, sometimes 15 or 20 years later, of “the two-cent candy story,” and to tell me how it had a sizable impact on how they did business."
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Really hard to listen
- By Alexander on 06-03-10
By: Tom Peters
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Exposure
- Inside the Olympus Scandal: How I Went from CEO to Whistleblower
- By: Michael Woodford
- Narrated by: Michael Woodford
- Length: 8 hrs and 5 mins
- Unabridged
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When Michael Woodford was made president of Olympus - the company to which he had dedicated thirty years of his career - he became the first Westerner ever to climb the ranks of one of Japan’s corporate giants. Some wondered at the appointment - how could a gaijin who didn’t even speak Japanese understand how to run a Japanese company? But within months Woodford had gained the confidence of most of his colleagues and shareholders.
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Starts off great, then gets stupid
- By Happy Mountain on 10-21-21
By: Michael Woodford
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Winging It: Stop Thinking, Start Doing
- Why Action Beats Planning Every Time
- By: Emma Isaacs
- Narrated by: Emma Isaacs
- Length: 6 hrs and 9 mins
- Unabridged
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Women are notorious over-preparers and underestimators when it comes to their own readiness to try something new. But as Emma teaches, what most often holds us back are our own fears, excuses, and doubts. With her revolutionary manifesto, Winging It, Emma shares a rallying cry for all women to “do the things that scare you, build your wealth, make an impact, fail lots, and get up and try again”.
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Good advice
- By Amanda Schmidt on 05-28-21
By: Emma Isaacs
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The Wawa Way
- How a Funny Name and Six Core Values Revolutionized Convenience
- By: Bob Andelman, Howard Stoeckel
- Narrated by: Dana Hickox
- Length: 6 hrs and 12 mins
- Unabridged
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Grahame Wood opened the first Wawa Food Market in 1964 as an outlet for Wawa dairy products. Since then, the convenience store has grown into a well-known company that competes against the biggest industry players in the world in three areas: fuel, convenience, and food, all while maintaining their personal approach and small business mentality. Now, almost 50 years later, Wawa has opened its first store in Florida and begun to play on the national field. How did it happen?
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Great outline for success at anything...
- By Friend on 09-29-15
By: Bob Andelman, and others
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Play Nice but Win
- A CEO's Journey from Founder to Leader
- By: Michael Dell, James Kaplan
- Narrated by: Michael Dell
- Length: 10 hrs and 35 mins
- Unabridged
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In 1984, soon-to-be college dropout Michael Dell hid signs of his fledgling PC business in the bathroom of his University of Texas dorm room. Almost 30 years later, at the pinnacle of his success as founder and leader of Dell Technologies, he found himself embroiled in a battle for his company’s survival. What he’d do next could ensure its legacy — or destroy it completely.
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Not perfect, but worth a listen
- By James S. on 11-09-21
By: Michael Dell, and others
What listeners say about Turnaround Time
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- l.duncan
- 05-23-23
Good listen.
Amazing story of the turnaround, that you can definitely see has happened to United over the past few years. but also the personal story of Oscar while he was the head of United and all of his challenges such as his heath.
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- Gstahle
- 05-07-23
A good and worthwhile listen
The reader certainly isn't an av-geek and the author shows some revisionist history, but it's entertaining and educational
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- Terrance Hooks
- 01-06-24
Such a aspirational story
It was a great listen considering the fact that I work for the company. Will totally recommend this book to co workers, family, and friends.
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- an avid buyer
- 06-11-23
Excellent book!
This is a story of two survivals: United Airlines and it’s CEO. Both fascinating and full of inspirational moments, my favorite part is how both were empowered by Oscar’s incredible culture and values. His family, al the people that raised him, and the millennial traditions he was part of allowed him to see the possibilities others would not have seen.
I recommend this book wholeheartedly!
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- Amazon Customer
- 05-24-23
Turnaround Opinion
Eager to learn about leadership, commercial aviation and a life at the helm of a powerful company, I set out listening to the book. Early in the reading I listened to the part of Mr. Munoz being considered for the head position at United. With prejudice, I assumed his promotion to the top spot had mostly to do with leftist ideals and a example of affirmative action. Did he think his readers wouldn’t see such a clear political agenda. The more I listened, however, I learned that the author didn’t shy away from his Latino origin and the context of his hiring in a time fraught with division. He bravely discussed his Latino background. He delivered examples of how his diverse background provided him a special ability to effectively lead. His authenticity disarmed my prejudice. His story tells about his fighting spirit, his force for change, and his values. The flow of the book worked well to hold my attention. He equips the reader with multiple leadership lessons, heart warming stories and a special perspective of aviation industry in present history. I’m proud of him as a fellow American. I’m sorry for my racist response. I will root out my prejudice and racist thoughts. I would be honored to achieve a small portion of the good he’s achieved for mankind and for America. Only 4 reviews?! Come on, get with the program and check this one out!
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- alex
- 06-17-23
Excellent book!!
I read paper copy and also parts on runs on audible so left a longer review on there but it is one of my favorite books of all time. Incredible story - inspirational with a lot of leadership lessons as well! Highly recommended!!
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- Tionne Jackson
- 01-14-24
It’s a good book and…
I would love to have heard more about the actual plan he implemented to save the airline. The bulk of the book talked about his heart attack and how that changed everything for him personally—and that’s a significant event in any person’s life. And, I don’t want to diminish the significance.
That said, I’ve listened to other books my former CEO’s and they talked about the strategy and how it was implemented to save or grow the company. He did talk about that, but I would like it to have been more in-depth.
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- shovan chandra
- 09-30-23
Highly recommend
What an incredible story of a first generation immigrant who led with his heart and transformed the United and the aviation industry
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- A. Spider
- 11-27-23
Half about United
Oscar seems like a nice guy but United really isn’t the focus of this book. Over half of this book is about the memoirs of Oscar. For United, Oscar doesn’t really say very much other than investing in employees. He mentions restoring some pass benefit restrictions and getting contracts done but he doesn’t actually mention what some of the issues were. He had a segment where he explained why he didn’t want Gordon Bethune to come back as Chairman and that was insightful but I found most of it to be lacking. He spends a good portion at the end talking about Boom and EVTOL. I have no doubt that one day we are going to see both that isn’t today and it isn’t going to be the near term future either. It also doesn’t give United any type of advantage. United is going to have the same aircraft in the future that everyone else has and he said himself in the book that air travel is too commoditized. He also spent, in my opinion, too much time talking about Flight 3411. It was a PR disaster and sure certain policies needed to be changed but to apologize to someone who refused to comply with instructions set a terrible precedent.
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- Richard
- 04-18-24
Pure fantasy
Anyone who has flown UA even recently knows that UA is horrible! Munoz says that there is no ‘no’ at UA but that’s not at all reality. When I couldn’t use my PlusPoints because of their issue, I was told ‘no, we can’t extend them’. When they lost my bicycle they told me ‘no, we won’t pay to replace it’. UA is the worst airline in the US!
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