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

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" 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. "

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

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

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

" 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. "

" 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. "

" 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. "

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

" 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

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

" 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

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

" 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. "

" 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. "

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

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

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

" 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. "

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

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

" 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. "

" 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. "

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

" 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

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

" 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. "

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

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

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