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

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" It's the human approach to customers that I want to bring back. "

" I can't tell you how many thousands of small moments that I've had with employees in our company that have been nothing more than a one-on-one. I'll see the baggage-services person, he or she is by himself. I'll pull them off to the side and have a 15-minute conversation about their history, their life, that kind of thing. "

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

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

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

" 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. "

" 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. "

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

" 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. "

" 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. "

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

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

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

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

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

" 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. "

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

" 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. "

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

" 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. "

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

" 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. "

" Simply put, we haven't lived up to your expectations... That's going to change. "

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

" 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. "

" 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'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. "

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

" 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. "