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" If you feel anything weird, immediately call 911 and give them your address because you may not make it past the phone call. "

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" 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. "

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

" 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. "

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

" 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. "

" 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. "

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

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

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

" 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. "

" 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. "

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

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

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

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

" 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. "

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

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

" 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

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

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

" United's 2015 earnings were one of the best in the company's history. "

" 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. "

" 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. "

" 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. "

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

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

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