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

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" 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. "

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

" 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. "

" 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. "

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

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

" 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. "

" 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. "

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

" We are market based and have to differentiate our product in many ways; pricing isn't the only one. "

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

" Everyone has images in their mind of what to expect from different groups. "

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

" 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. "

" It is a free world. It is a dynamic of our new day and age: technology is everywhere. "

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

" 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. "

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

" 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. "

" 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 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. "

" 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. "

" 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. "

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

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

" 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. "

" There are no more holes in my management lineup. "

" 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. "

" Everyone eventually matches or leapfrogs everyone else. "