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.
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.
The process of overbooking is a complicated one. It's actually minimal. We, on certain flights, overbook by one or two people.
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.
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.
We have significant work to be done. We have old, antiquated systems. Remember the 8-track tape player? Think of that as our core system, and we're living in a world where everybody has an iPhone.
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.
I represent the interests of almost 90,000 human beings in our system. That's by far my first and foremost commitment.
Let's be honest: the implementation of the United and Continental merger has been rocky for customers and employees.
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.
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.
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.