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

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

" 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. "

" 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. "

" It is a free world. It is a dynamic of our new day and age: technology is everywhere. "

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

" 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. "

" 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. "

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

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

" 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. "

" I feel most comfortable in the hangars and ramps. "

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

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

" 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. "

" 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. "

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

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

" 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 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. "

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

" 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 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

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

" 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. "

" 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. "

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