Businessman

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

I feel most comfortable in the hangars and ramps.

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

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.

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

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.

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

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

Uncertainty always creates doubt, and doubt creates fear.

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

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.

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.

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

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

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.

There are no more holes in my management lineup.

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.