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

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

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

" 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 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. "

" 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. "

" I am a first-generation college graduate, and I'm proud to say that most of my other siblings have college degrees as well. 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. "

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

" 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. "

" 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. "

" 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. "

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

" 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. "

" 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. "

" 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. "

" 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. "

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

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

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

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

" 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. "

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

" 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. "

" 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

" 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. "

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

" 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. "

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

" I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way. I want you to know that we take full responsibility, and we will work to make it right. It's never too late to do the right thing. "

Do The Right Thing