United Airlines CEO Oscar Munoz (far left) sits with President Scott Kirby as they testify before the US Congress’ Transportation and Infrastructure Committee about oversight of US airline customer service, in Washington on May 2. Photo: AFP

If United Airlines really means to earn passenger trust, it must start listening

Kevin Rafferty says the fanfare over upgraded services rings hollow when fliers routinely face price-gouging, indifferent flight attendants and poor cabin comfort, and United CEO Oscar Munoz could learn a thing or two from Asian airlines

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United Airlines CEO Oscar Munoz (far left) sits with President Scott Kirby as they testify before the US Congress’ Transportation and Infrastructure Committee about oversight of US airline customer service, in Washington on May 2. Photo: AFP
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