How United Airlines' CE plans to make passengers love to fly again

What Oscar Munoz, CE of United Continental, wants more than anything is to make the flying public love United Airlines. How will he know it’s succeeding? He’ll be hearing it from United’s flyers. “It’ll be how you respond and how you feel,” he said. Flying is stressful, a trying blur of things, much beyond United’s control. But United can control its customer service, Munoz says. The reaction he wants the airline to engender in flyers is, amid all the stresses of travel, that flying United means “someone’s going to take care of me and treat me nicely,” he said. That’s not a feeling for which United is known. <br/>