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

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" 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. "

" 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. "

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

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

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

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

" 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'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. "

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

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

" We set out to reinvent the whole business class experience. We went back to re-engineer everything we had thought about and made sleep a priority. "

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

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

" There are no more holes in my management lineup. "

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

" 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. "

" 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 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. "

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

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

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

" 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. "

Law Enforcement

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

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

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

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

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

" 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. "