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

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

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

" 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. "

" 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. "

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

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

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

" I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way. I want you to know that we take full responsibility, and we will work to make it right. It's never too late to do the right thing. "

Do The Right Thing

" 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. "

" 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. "

" The process of overbooking is a complicated one. It's actually minimal. We, on certain flights, overbook by one or two people. "

" 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. "

" 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. "

" 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 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

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

" 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. "

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

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

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

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

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

" 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. "

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

" 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. "

" 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. "

" 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. "

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

" 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. "

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