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" 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. "

Oscar Munoz

Together

Working Together

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

" 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. "

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

" Our progress isn't just limited to the operation. Financially, we have been performing well. United's 2015 earnings were one of the best in the company's history, and we made significant progress shrinking the margin gap with our closest competitors, strengthening our balance sheet, and returning significant cash to shareholders. "

" 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. "

" We have such rigid rules, sometimes, that they don't have to be rules. They can be policies and procedures that can be adapted for the moment. "

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

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

" 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. "

Oscar Munoz

Empathy

You

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

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

" 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. "

" 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. "

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

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

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

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

Oscar Munoz

Going

Practice

" I am thrilled to return full time to a job and the employees I love. "

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

Oscar Munoz

Oatmeal

Cereal

" 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. "

" 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. "

" Everyone eventually matches or leapfrogs everyone else. "

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

" 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. "

" 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. "

" 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. "

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

" 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. "

" 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. "