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" 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. "

Oscar Munoz

Plans

Beginning

Momentum

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" 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. "

" 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. "

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

" 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. "

" 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. "

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

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

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

" I feel terrific - my mind, my energy, my focus continues to be what it always has been, and I have a renewed sense of purpose. "

" 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. "

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

" 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

" 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. "

" 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. "

" 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. "

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

" 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. "

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

" 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

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

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

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

" It is important that we win back the trust of employees first, then customers. "

" 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. "

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

" 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. "

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

" 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. "