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

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" 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. "

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

" 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 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. "

" 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 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. "

" 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. "

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

" 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. "

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

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

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

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

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

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

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

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

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

" 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. "

" 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. "

" 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. "

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

" 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. "

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

" 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. "

" 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 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. "

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

" 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. "