United Airlines CEO Oscar Munoz recently spoke about how the airline is trying to focus more on its passengers and “de-stress the travel lifestyle.”
“We want to make you, as our customer, feel good about flying us,” Munoz said in an interview with CNBC. “And so our customer-centricity, our customer properties, are something we really want to sort of engage."
Over the next year, United will roll out a new customer service initiative every week. Munoz did not detail a plan, but he mentioned the airline was considering ways to better communicate with passengers, including updates when something goes wrong and providing information about a flight, even before customers leave for the airport.
“How do we keep you informed? How do we keep you focused and directed when something goes wrong?” Munoz said. "But, more importantly, before you even leave your house, you know your flight's on time, you know where you're headed."
In recent months, United along with several other major U.S. airlines have increased the price passengers must pay to check luggage. Munoz said the revenue from the increase will go towards achieving the airline’s new customer service goals.