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" 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. "

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" 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. "

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

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

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

" 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. "

" 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 think we have a thriving economic engine between not only the U.S. and Mexico but the U.S. and many, many other countries. "

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

" 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 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. "

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

" Communication and communication strategy is not just part of the game - it is the game. "

" Everyone eventually matches or leapfrogs everyone else. "

" 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. "

" 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. "

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

" 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

" 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 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. "

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

" 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. "

" 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. "

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

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

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

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

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