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" 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. "

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" 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. "

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

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

" Clearly, on a visceral human front, I oppose any wall, anywhere, between any people - period. "

" 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. "

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

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

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

" 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. "

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

" 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. "

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

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

" 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. "

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

" 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. "

" Everyone eventually matches or leapfrogs everyone else. "

" 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. "

" Clearly, nutrition is great. I was a vegan, so being an athlete and a vegan certainly sounds like it would be the right thing to prevent something like heart disease, but it's highly genetic. "

The Right 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. "

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

" 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. "

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

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

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