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" 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. "

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" 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. "

Oscar Munoz

History

Employees

Small

" 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. "

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

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

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

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

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

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

" 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. "

" 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

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

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

" 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. "

" Everyone eventually matches or leapfrogs everyone else. "

" 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. "

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

" 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. "

" Simply put, we haven't lived up to your expectations... That's going to change. "

Oscar Munoz

Expectations

Lived

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

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

" 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. "

" 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

" 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'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. "

" In the telecommunications, consumer products, and railway businesses, there are very real consequences if you don't meet the consumer's needs and desires. There are also substantive rewards for doing so, and especially for exceeding customer expectations. "

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

" 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. "

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

" 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. "

" 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. "