United Airlines CE Oscar Munoz had customer service very much on his mind as he sent out his final memo of 2018 to the 90,000-plus employees who work for the carrier. Calling 2018 a “meaningful success,” Munoz said United’s tens of thousands of employees were primarily responsible for that success. Munoz no doubt breathed a sigh of relief as the year 2018 drew to a close. The carrier did not have to grapple with another infamous event like the man-dragged-from-plane incident in 2017 that made that such a horrible year for the carrier in so many ways. Rather, in his note Munoz was able to focus on far more positive achievements, including new mainline and domestic routes, strong operational performance, and new digital tools to help United’s frontline employees deliver on the core4 program. <br/>