The public relations disaster has undone much of the good work done by Munoz over the past few years. The airline went through a troubled merger with Continental Airlines in 2010, followed by a bribery scandal involving former CEO Jeff Smisek in 2015. After cycling through three CEOs within the space of a year (due to Munoz having to temporarily step down to undergo a heart transplant), the company initiated a substantial effort to improve customer experience. While seeing some early success, the current scandal is likely to erode any goodwill that may have been gained.