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" Treating our customers and each other with respect and dignity is at the core of who we are, and we must always remember this no matter how challenging the situation. "

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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. "

Oscar Munoz

Best

Trying

Service

" 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. "

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

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

" 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. "

" 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. "

" 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. "

" 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. "

" 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. "

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

" 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. "

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

" Everyone eventually matches or leapfrogs everyone else. "

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

" 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

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

" 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. "

" 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

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

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

" 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. "

" 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. "

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

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

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

" Everyone has images in their mind of what to expect from different groups. "

" We have not provided our frontline supervisors and managers and individuals with the proper procedures that would allow them to use their common sense. "

" 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

" 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