Such open statements from a corporate boss are rare.
US airline chief Oscar Munoz, 60, said in an interview that passengers are fed up with "stress when flying". Especially small seats and WLAN problems on board would frustrate many passengers, Munoz said.
"I think we are getting closer to a point where we can not do that anymore," he said when asked about ever-decreasing rows of seats compared to "ABC News," even though the airlines' competition is getting tougher.
Air traffic has unfortunately changed from an exciting experience to a troublesome affair, Munoz continues.
"It's been so stressful," he said. If you start at home, you get stuck in traffic, have trouble finding a parking space, then have to pass through the security check.
However, the airline would work hard to improve customer satisfaction and empathy.
United Airlines doubled its first-quarter profit to $ 292 million (€ 260 million) as the company carried more passengers and cut costs.