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

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" 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

" 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. "

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

" 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 feel most comfortable in the hangars and ramps. "

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

" 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. "

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

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

" 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 are committed to re-earning your trust. "

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

" We are dedicated to setting the standard for customer service among U.S. airlines, as we elevate the experience our customers have with us from booking to baggage claim. "

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

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

" 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. "

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

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

" Everyone eventually matches or leapfrogs everyone else. "

" 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. "

The Right Thing

" It's a new era with regard to social media. It's just something that we have to adapt to and accept. "

" 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. "

" 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. "

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

" 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. "

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

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

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

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