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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. "

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

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

" 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. "

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

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

" 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

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

" 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. "

" 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. "

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

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

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

" 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. "

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

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

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

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

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

" 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 feel terrific - my mind, my energy, my focus continues to be what it always has been, and I have a renewed sense of purpose. "

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

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

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

" 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. "

" 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. "

" 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. "

" 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. "