United Airlines CEO Oscar Munoz looked straight into the camera, and apologized.<br />"Let's be honest, the implementation of the United and Continental merger has been rocky for customers and employees.<br />While it's been improving recently, we still haven't lived up to our promise or our potential," he said in his video message.<br />He paused.<br />"That's going to change."<br />Since he took over in Sept. 8 , Munoz has been working his way through the airlines' network to canvas employees for concerns and to see first-hand long-standing customer and employee complaints.<br />In a letter to his staff, Munoz promised he's been listening intently to internal feedback.<br />"I recognize that the journey hasn't always been smooth and it won't be fixed in a day," Munoz said in the memo.
