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" 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. "

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

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

" 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. "

" 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. "

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

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

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

" 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. "

" Getting people where they want to go, reliably and happily, can make or break their ability to succeed in a work endeavor or to hug a family member at an important moment. "

" 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. "

" 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. "

" 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. "

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

" 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. "

" 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. "

" 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. "

" 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

" 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. "

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

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

" You forget sometimes that the people you're carrying are human. "

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

" 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 set out to reinvent the whole business class experience. We went back to re-engineer everything we had thought about and made sleep a priority. "

" 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

" Let's be honest: the implementation of the United and Continental merger has been rocky for customers and employees. "

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