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" At United, I will dedicate myself to making our airline flyer-friendly. "

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

" 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

" 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. "

" It's the human approach to customers that I want to bring back. "

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

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

" 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. "

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

" 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. "

" We will not only be more flexible when it comes to price, we'll also be more efficient operationally by forgoing pre-assigned seating, priority boarding, upgrading the option for last-minute changes. "

" Clearly, on a visceral human front, I oppose any wall, anywhere, between any people - period. "

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

" At the end of the day, the differential, I believe, on the airline space has got to be about the product and the service that you provide. And again, I can't express that enough. That comes from people. It is a people business, and my primary focus is to get our 84,000-plus people back aligned, back engaged, and back focused on our customer. "

" Somewhere in the mix, we forgot the very critical people who deliver the service. "

" For me, it's common sense to treat other people like you would like to be treated. Empathy is a broad concept, but how do you get there? People get there differently. I get there by truly building a little trust and connection. You'll tell me something, I'll act on it, and then that builds on itself. "

" We have to realize we have millions of human beings traveling on our equipment. "

" 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. "

" We have not provided our frontline supervisors and managers and individuals with the proper procedures that would allow them to use their common sense. "

" 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. "

" Communication and communication strategy is not just part of the game - it is the game. "

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

" I think my reaction to most issues is to get the facts and circumstances. "

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

" 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 can't tell you how many thousands of small moments that I've had with employees in our company that have been nothing more than a one-on-one. I'll see the baggage-services person, he or she is by himself. I'll pull them off to the side and have a 15-minute conversation about their history, their life, that kind of thing. "

" 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. "

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

" I am a first-generation college graduate, and I'm proud to say that most of my other siblings have college degrees as well. Our parents taught us to work hard and never forget our family roots, where we came from, and how much effort it took to get to where we are today. "