Oscar Munoz

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

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

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

“For me, it's common sense to treat other people like you would like to be treated. Empathy is a broad concept, but how do you get there? People get there differently. I get there by truly building a little trust and connection. You'll tell me something, I'll act on it, and then that builds on itself.”

“I am a first-generation college graduate, and I'm proud to say that most of my other siblings have college degrees as well. Our parents taught us to work hard and never forget our family roots, where we came from, and how much effort it took to get to where we are today.”

“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.”

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

“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.”

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

“It is my mission to ensure we make the changes needed to provide our customers with the highest level of service and the deepest sense of respect. Ultimately, our actions will speak louder than words.”

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

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

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

“I was hired to make United better, and that's what we'll do.”

“United's 2015 earnings were one of the best in the company's history.”

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

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

“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.”

“Uncertainty always creates doubt, and doubt creates fear.”