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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. "

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" 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. "

Oscar Munoz

Day

Service

Focus

" 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. "

" 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 have some inherent cost and infrastructure issues that are difficult to deal with, no questions. From my perspective, we have to work on the revenue side primarily. We've lost some customers. We need to rebuild the trust with those customers and get them back. "

" 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. "

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

" United spent $1.2 billion repurchasing shares in 2015 and plans to spend $1.5 billion on share repurchases in the first quarter of 2016. We have a lot of positive momentum, but this is just the beginning. "

" 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. "

" We are not going to put a law enforcement official onto a plane to take them off... to remove a booked, paid, seated passenger. We can't do that. "

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

Oscar Munoz

Oatmeal

Cereal

" 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. "

Oscar Munoz

Empathy

You

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

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

" 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. "

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

" 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 terrific - my mind, my energy, my focus continues to be what it always has been, and I have a renewed sense of purpose. "

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

" 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. "

Oscar Munoz

Service

Claim

" 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. "

" 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. "

" 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. "

" 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. "

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

Oscar Munoz

Going

Practice

" The level of improvement has been great across the industry, and we have improved along with everyone. "

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

" Everyone eventually matches or leapfrogs everyone else. "

" We are deeply sorry for the loss of anything - from your luggage to, of course, a loved pet. "