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" As board members, we only meet infrequently and are not as engaged with the front line, necessarily. The first thing I did as CEO was I left this board room. "

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" The airline industry has been closely watching, monitoring, exactly what the rail industry has done. "

" We're going to teach and broaden sort of the cultural impact of respect and dignity, regardless of where you're sitting. And that's why we've said once you've boarded an aircraft, we're not going to take you off except for safety and security. "

" Treating our customers and each other with respect and dignity is at the core of who we are, and we must always remember this no matter how challenging the situation. "

" I think one of the things that, at least, I found out over - and many have in the industry - is that of all the customer service desires and needs, price is one of them. "

" I believe we must go further in redefining what United's corporate citizenship looks like in our society... and we intend to live up to those higher expectations in the way we embody social responsibility and civic leadership everywhere we operate. "

" United's 2015 earnings were one of the best in the company's history. "

" Simply put, we haven't lived up to your expectations... That's going to change. "

" I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way. I want you to know that we take full responsibility, and we will work to make it right. It's never too late to do the right thing. "

Do The Right Thing

" If you fly and you look around today and you see our United family, you see them incredibly motivated and focused on making things right. "

" The process of overbooking is a complicated one. It's actually minimal. We, on certain flights, overbook by one or two people. "

" We have significant work to be done. We have old, antiquated systems. Remember the 8-track tape player? Think of that as our core system, and we're living in a world where everybody has an iPhone. "

" This is a pattern-bargaining industry, like railroads. You need to pay market to get a contract at all, and without contracts, you have a poor relationship with workers. "

" We have such rigid rules, sometimes, that they don't have to be rules. They can be policies and procedures that can be adapted for the moment. "

" It is my mission to ensure we make the changes needed to provide our customers with the highest level of service and the deepest sense of respect. Ultimately, our actions will speak louder than words. "

" Getting people where they want to go, reliably and happily, can make or break their ability to succeed in a work endeavor or to hug a family member at an important moment. "

" I think we need to communicate more effectively how we treat you with respect and dignity as a customer. "

" We are committed to re-earning your trust. "

" We set out to reinvent the whole business class experience. We went back to re-engineer everything we had thought about and made sleep a priority. "

" When LeBron James shows up at your doorstep, you're going to let him practice with your team if not join the team. "

" It is about the entire experience. It's not just a new seat. It's not just new meals. It's not just better wines. "

" We didn't have nine brands of cereal at home. We'd line up to fill our bowls from a giant vat of oatmeal. "

" It's a new era with regard to social media. It's just something that we have to adapt to and accept. "

" I am thrilled to return full time to a job and the employees I love. "

" If you feel anything weird, immediately call 911 and give them your address because you may not make it past the phone call. "

" Uncertainty always creates doubt, and doubt creates fear. "

" Let's be honest: the implementation of the United and Continental merger has been rocky for customers and employees. "

" If I have any strength that would be considered above average, it is that I can read people. "

" To get our passengers where they want to go safely and happily requires thousands of us working together with a shared purpose of supporting each other in serving our customers. "

Working Together

" I feel most comfortable in the hangars and ramps. "

" You forget sometimes that the people you're carrying are human. "