Oscar Munoz

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

“It's so important that we tell customers what's going on as best as we can. And we're trying to do that. We don't often know ourselves, for so many different factors, but reliability, flexibility, and information are the three critical customer service orientations.”

“I represent the interests of almost 90,000 human beings in our system. That's by far my first and foremost commitment.”

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

“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.”

“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.”

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

“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.”

“Treating our customers and each other with respect and dignity is at the core of who we are, and we must always remember this no matter how challenging the situation.”