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

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" 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

" 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. "

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

" 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. "

" Everyone eventually matches or leapfrogs everyone else. "

" I'm told by our internal surveys that we take of customers - by customers themselves directly and by a very large group of our employees - that there's a new spirit at United. "

" Clearly, nutrition is great. I was a vegan, so being an athlete and a vegan certainly sounds like it would be the right thing to prevent something like heart disease, but it's highly genetic. "

The Right Thing

" It is important that we win back the trust of employees first, then customers. "

" 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 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. "

" 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. "

" 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. "

" We had taken the cups for coffee out of the building as a cost-saving measure, but left the coffee. Somebody thought it was symbolic to do this. "

" 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. "

" I represent the interests of almost 90,000 human beings in our system. That's by far my first and foremost commitment. "

" 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. "

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

" Our progress isn't just limited to the operation. Financially, we have been performing well. United's 2015 earnings were one of the best in the company's history, and we made significant progress shrinking the margin gap with our closest competitors, strengthening our balance sheet, and returning significant cash to shareholders. "

" 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. "

" 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. "

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

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

" 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. "

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

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

" 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. "

" 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. "

" 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 was hired to make United better, and that's what we'll do. "

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