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" Clearly, on a visceral human front, I oppose any wall, anywhere, between any people - period. "
" It is a free world. It is a dynamic of our new day and age: technology is everywhere. "
" 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. "
" 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. "
" I represent the interests of almost 90,000 human beings in our system. That's by far my first and foremost commitment. "
" 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. "
" Communication and communication strategy is not just part of the game - it is the game. "
" 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. "
" 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. "
" The level of improvement has been great across the industry, and we have improved along with everyone. "
" 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. "
" I feel most comfortable in the hangars and ramps. "
" If I have any strength that would be considered above average, it is that I can read people. "
" I think my reaction to most issues is to get the facts and circumstances. "
" We have to realize we have millions of human beings traveling on our equipment. "
" Somewhere in the mix, we forgot the very critical people who deliver the service. "
" It's a new era with regard to social media. It's just something that we have to adapt to and accept. "
" I think the hardest thing that, historically, the industry may have relied upon is that we can't control weather, we can't control air traffic control, and use that at the end of the day as an excuse. Things do happen - we know they happen. We don't exactly know when they are going to happen, but we should definitely be prepped. "
" We are dedicated to setting the standard for customer service among U.S. airlines, as we elevate the experience our customers have with us from booking to baggage claim. "
" Our employees and competitors thought we were docile. We want to be defiantly disruptive. I don't mean necessarily by launching price wars but by being the best at the basics - having the best customer service, the best on-time performance, the best coffee - in a thoughtful, not a testosterone-laced, way. "
" It's so important that we tell customers what's going on as best as we can. And we're trying to do that. We don't often know ourselves, for so many different factors, but reliability, flexibility, and information are the three critical customer service orientations. "
" When LeBron James shows up at your doorstep, you're going to let him practice with your team if not join the team. "
" There are no more holes in my management lineup. "
" 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. "
" 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. "
" Let's be honest: the implementation of the United and Continental merger has been rocky for customers and employees. "
" 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. "
" We didn't have nine brands of cereal at home. We'd line up to fill our bowls from a giant vat of oatmeal. "
" I think we have a thriving economic engine between not only the U.S. and Mexico but the U.S. and many, many other countries. "
" At United, I will dedicate myself to making our airline flyer-friendly. "
" 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. "